Senior CX Platform & Conversational AI Engineer

About the Company

At TP we deliver excellent service and support. Every colleague commits to the following principles:

• Taking ownership. You hold the request or problem until it is resolved. We do not send people away to another (internal) desk.
• Unburdening colleagues. We do not say no, this is not possible. We think along with them and explain how what they want can be achieved in a different way.
• Proactive communication. If we are not going to meet a deadline you hear it from us proactively, not after the fact.

About the Role

As a Senior CX Platform & Conversational AI Engineer, you design, operate and continuously improve TP's CCaaS and conversational AI capabilities. You ensure that Genesys Cloud, IVR, routing, chat, messaging, voice, integrations and AI-supported customer journeys improve agent productivity, customer experience and account outcomes. The role combines hands-on CCaaS engineering with conversational AI, prompt lifecycle management, ITIL discipline and measurable CX improvement. You treat prompts, bot flows and agent-assist configurations as production artefacts that are versioned, tested, monitored and changed under control. The role contributes directly to business outcomes such as AHT, FCR, containment, CSAT, agent productivity and cost-to-serve, while ensuring platform reliability, secure data handling and operational continuity. You report to the IT Director and work closely with IT Engineering & Development, Service Management, Operations, Business Service & AI Demand Partners and relevant vendors.

Responsibilities

• Owning the technical lifecycle and operational quality of Genesys Cloud / PureCloud capabilities within the assigned scope.
• Designing, configuring, operating and improving Genesys Cloud / PureCloud and related CCaaS components.
• Building and optimising IVR, ACD, chat, SMS/messaging, email routing and channel-spanning customer journeys.
• Supporting SIP trunks, telephony integration, voice quality, call routing and incident resolution.
• Integrating CCaaS platforms with CRM, ServiceNow, knowledge bases, agent desktop tools, reporting and conversational AI services.
• Designing and improving bot flows, intent models, fallback handling, escalation logic and containment optimisation.
• Supporting LLM-driven summarisation, suggested responses, next-best-action and knowledge retrieval at the point of need (agent assist).
• Ensuring that AI-supported customer journeys and agent-assist capabilities are designed with appropriate human-in-the-loop, privacy and quality controls.
• Designing, testing, versioning, monitoring and retiring prompts as production artefacts under change control.
• Defining and executing test scenarios, regression checks and go-live validation for CX-critical changes.
• Working with Business Service & AI Demand Partners and Operations stakeholders to translate business and client requirements into measurable CX platform improvements.
• Supporting and shaping the convergence between CCaaS capabilities and conversational AI within the CX domain.
• Supporting vendor coordination for Genesys, telephony, conversational AI and integration-related topics.
• Applying ITIL incident, problem, change and release practices to CX-critical services.
• Maintaining flow documentation, prompt documentation, runbooks, test scenarios and support guidance.

Qualifications

• At minimum a demonstrable bachelor-level working and thinking ability in IT, engineering, telecommunications, computer science or a related ICT discipline, or equivalent experience.
• Genesys Cloud certification preferred.
• ITIL Foundation desirable; practical ITIL experience required.
• Conversational AI, bot design, prompt engineering or CX automation certification is desirable.
• Working knowledge of SIP / VoIP, REST APIs, contact-centre fundamentals and omnichannel service delivery is required.
• Minimum 5 years of experience in CCaaS, contact center technology, telephony or CX platform engineering.
• Strong hands-on experience with Genesys Cloud / PureCloud, including routing, queues, flows, IVR and platform administration.
• Working knowledge of SIP, VoIP, trunking, voice quality and telephony troubleshooting.
• Experience with REST APIs, JSON, webhooks and integration patterns.
• Experience with ServiceNow ITSM processes required; ServiceNow integration / API experience desirable.
• Experience with conversational AI, bot flows, intent models, prompt design or agent assist is strongly desirable.
• Working knowledge of ITIL incident, problem, change and release practices.
• Strong documentation discipline: flow documentation, prompt documentation, runbooks, test scenarios and operational handover.
• Ability to work independently in an international remote or hybrid team.
• English C1 required.

Required Skills

• Hands-on Genesys Cloud / PureCloud experience.
• Strong understanding of IVR, ACD, routing, queues and omnichannel flows.
• Working knowledge of SIP / VoIP / trunking and voice troubleshooting.
• Experience with REST APIs, JSON and integration patterns.
• ITIL incident, problem and change management awareness.
• ServiceNow ITSM awareness.
• Strong documentation discipline.
• English C1.
• Basic conversational AI and prompt engineering awareness, or demonstrable willingness and ability to learn quickly.

Preferred Skills

• Advanced conversational AI design.
• Prompt lifecycle management.
• Agent assist design and evaluation.
• Bot analytics and containment optimisation.
• Genesys advanced integrations.
• AI ethics and data compliance in customer interaction environments.
• Customer journey analytics.
• ServiceNow API integration.
• Vendor management and advanced stakeholder communication.