Support Engineer I, MLDOPs

Engage with operations, product, tech, and program stakeholders to deliver seamless cloud contact center experiences. Lead the end-to-end development of new customer interaction channels, telephony integrations, and contact flow onboarding — from design and development through testing, launch, and continuous improvement. Possess expertise in Generative AI and Agentic systems, with the ability to integrate conversational AI, intelligent routing, and automation into contact center workflows. Leverage this knowledge to enhance customer experience designs and improve builder productivity through AI-driven solutions. Develop deep expertise as a subject matter expert in areas such as IVR logic, omnichannel routing, real-time analytics, or workforce optimization — serving as the technical point of contact for your team. Demonstrate comprehensive understanding of cloud telephony features, CRM integrations, and event-driven service architectures. Demonstrate strong analytical capabilities to investigate technical product and operational issues across voice, chat, and task channels — developing straightforward yet effective solutions. Provide technical guidance while encouraging team members to identify and address root causes. Take ownership of documentation improvement by identifying gaps, enhancing existing materials, and creating new runbooks and integration guides to support operational excellence. Design, develop, test, launch, and improve self-service software products that empower customers and internal teams to configure and manage contact center capabilities independently. Demonstrate strong leadership by guiding team members through root cause analysis and problem resolution. Act as a collaborative team player who readily steps across functional boundaries to share technical expertise, best practices, and provide valuable guidance to colleagues. Partner proactively with various technology teams to understand their roadmap and assess its impact on contact flow designs, integration architectures, and customer outcomes. Contribute to the evolution of program technology by gaining deep insights into different implementation strategies across proprietary tools, internal applications, and service architectures. Leverage this comprehensive understanding to implement effective bug fixes, system improvements, and scalable enhancements.

About the team

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