AiML Engineer

Northampton - 2 days in office

Business Unit - FS

Contract Inside IR35

Job Purpose

• To design, develop, and implement advanced AI/Client models and solutions within the contact center environment, specifically focusing on generative AI (GenAI) initiatives. The role involves collaborating with cross-functional teams to enhance customer experience, operational efficiency, and business outcomes.

Key Responsibilities

• Model Development:

• Develop and refine AI/Client models, including natural language processing (NLP), machine learning, and deep learning techniques, to address specific contact center challenges.

• Research and implement cutting-edge GenAI technologies for applications such as conversational AI, content generation, and intelligent automation.

• Collaborate with data scientists and engineers to ensure data quality, feature engineering, and model performance.

• Solution Implementation:

• Integrate AI/Client models into contact center systems and platforms, ensuring seamless integration and optimal performance.

• Develop and deploy AI-powered applications, such as chatbots, virtual agents, and intelligent automation tools.

• Monitor and optimize model performance, identifying areas for improvement and retraining as needed.

• GenAI Initiatives:

• Lead or contribute to GenAI projects within the contact center, exploring innovative use cases and driving business value.

• Stay updated on the latest advancements in GenAI and identify opportunities for application within the contact center.

• Collaborate with business stakeholders to define requirements, prioritize initiatives, and measure impact.

• Data Analysis:

• Analyze large volumes of contact center data to identify patterns, trends, and opportunities for AI/Client application.

• Develop data-driven insights to inform model development and optimization.

• Team Collaboration:

• Work closely with cross-functional teams, including contact center agents, operations, IT, and business stakeholders.

• Share knowledge and expertise with team members to foster a culture of innovation and continuous learning.

Required Skills and Experience

• Strong foundation in AI/Client, with expertise in NLP, machine learning, and deep learning techniques.

• Experience in developing and deploying AI/Client models in a production environment.

• Proficiency in programming languages such as Python, R, or Java.

• Knowledge of contact center operations and customer experience principles.

• Experience with cloud platforms (e.g., AWS, GCP, Azure) and AI/Client tools (e.g., TensorFlow, PyTorch, Scikit-learn).

• Excellent problem-solving and analytical skills.

• Strong communication and collaboration abilities.

Desired Skills and Experience

• Experience with GenAI technologies and applications.

• Knowledge of contact center automation tools and platforms.

• Experience working in the financial services industry.

• Advanced degree in computer science, statistics, or a related field.