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rockITdata

Experts in contact center solutions. Your product doesn’t differentiate you, but your customer support experience does.

AI/ML Engineer

Machine Learning EngineerMachine Learning EngineerOtherRemoteTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

94 days ago

Salary

0

No structured requirement data.

Job Description

AI/ML Engineer

rockITdata

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is responsible for designing, building, and optimizing AI-powered capabilities within an Amazon Connect contact center environment running in AWS GovCloud (IL4). - Configure and optimize Amazon Bedrock Agents for virtual agent fulfillment, real-time coaching, call summarization, and post-call quality analysis - Design, version-control, and iteratively refine prompt templates for each AI capability, measuring performance against SLA accuracy targets (≥95% QA match) - Build and maintain the AWS Bedrock Knowledge Base, including content ingestion pipelines synced from Salesforce and semantic retrieval optimization using Amazon Nova models - Develop coaching rulesets that map required disclosures, HIPAA-sensitive language patterns, and DHA-mandated scripts to specific call types for real-time compliance monitoring - Implement QA scoring rubrics for the post-call analysis platform, enabling automated evaluation of sentiment, compliance, accuracy, and resolution effectiveness across 100% of calls - Configure Bedrock Guardrails for PHI/PII redaction, hallucination detection, prompt-injection protection, and content filtering on every inference call - Evaluate new Amazon Nova model releases (Nova Pro, Nova Lite, Nova Micro) against production benchmarks for accuracy, latency, and cost efficiency, proposing model swaps through change management - Collaborate with the Integration Engineer to ensure Bedrock inference outputs are properly formatted for delivery to Salesforce (via Lambda and Platform Events) and to Verint - Monitor model performance using CloudWatch metrics and QuickSight dashboards; identify and remediate model drift at Day 30 and Day 60 re-benchmarking intervals - Participate in biweekly sprint demos, presenting AI performance data, prompt tuning results, and accuracy metrics to TriWest stakeholders - Work with TriWest QA reviewers and SMEs to close knowledge gaps identified through post-call analysis feedback loops - Ensure all AI inference and logging complies with FedRAMP High, DFARS 252.204-7012, HIPAA, and NIST AI RMF requirements Qualifications - 3+ years of experience in applied AI/ML engineering, with hands-on work building LLM-based applications (prompt engineering, RAG architectures, agent frameworks) - Direct experience with Amazon Bedrock, including Agent configuration, Knowledge Base setup, Guardrails, and foundation model invocation - Proficiency with Amazon Nova model family or equivalent foundation models (e.g., Claude, Titan) in production environments - Strong Python and/or Node.js skills for Lambda function development and AI pipeline integration - Experience with retrieval-augmented generation (RAG) patterns, including vector store management, chunking strategies, and semantic search optimization - Familiarity with AWS serverless services: Lambda, Kinesis, S3, CloudWatch, and IAM within GovCloud environments - Understanding of healthcare data privacy requirements (HIPAA, PHI/PII handling) and federal compliance frameworks (FedRAMP, NIST 800-53) - Experience with version-controlled prompt management and A/B testing of prompt variants - Strong analytical skills for interpreting model performance metrics and translating findings into prompt or architecture improvements - Bachelor’s degree in Computer Science, Data Science, AI/ML, or related field (or equivalent experience) Preferred Qualifications - Experience with Amazon Connect, Contact Lens, and contact center AI workflows - Prior work in FedRAMP High or IL4/IL5 environments - Familiarity with Salesforce integration patterns (Platform Events, Streaming API, REST/SOAP APIs) - AWS certifications: Machine Learning Specialty, Solutions Architect, or DevOps Professional - Experience with TRICARE, DHA, or healthcare insurance domain knowledge - Background in conversational AI design (IVR, chatbots, voice agents) Company Description Here at rockITdata, we are committed to following our 10 Guiding Principles. Our Guiding Principles define our culture. They’re who we are, how we work, and what inspires us to be the best. We empower our people to be themselves and encourage an entrepreneurial way of thinking. In our challenging, fast-paced environment, no day is the same. - Know the Why. - Value People Above All Else. - Transparency to a Fault. - Progress, Not Perfection. - Be Good by Doing Good. - Smart People Can Disagree. - Bend but Don’t Break. - Represent Your Brand. - Think Differently. - Be Amazing, Be Fearless, Smile, Have Fun!

Job Requirements

  • 3+ years of experience in applied AI/ML engineering, with hands-on work building LLM-based applications (prompt engineering, RAG architectures, agent frameworks)
  • Direct experience with Amazon Bedrock, including Agent configuration, Knowledge Base setup, Guardrails, and foundation model invocation
  • Proficiency with Amazon Nova model family or equivalent foundation models (e.g., Claude, Titan) in production environments
  • Strong Python and/or Node.js skills for Lambda function development and AI pipeline integration
  • Experience with retrieval-augmented generation (RAG) patterns, including vector store management, chunking strategies, and semantic search optimization
  • Familiarity with AWS serverless services: Lambda, Kinesis, S3, CloudWatch, and IAM within GovCloud environments
  • Understanding of healthcare data privacy requirements (HIPAA, PHI/PII handling) and federal compliance frameworks (FedRAMP, NIST 800-53)
  • Experience with version-controlled prompt management and A/B testing of prompt variants
  • Strong analytical skills for interpreting model performance metrics and translating findings into prompt or architecture improvements
  • Bachelor’s degree in Computer Science, Data Science, AI/ML, or related field (or equivalent experience)
  • Preferred Qualifications
  • Experience with Amazon Connect, Contact Lens, and contact center AI workflows
  • Prior work in FedRAMP High or IL4/IL5 environments
  • Familiarity with Salesforce integration patterns (Platform Events, Streaming API, REST/SOAP APIs)
  • AWS certifications: Machine Learning Specialty, Solutions Architect, or DevOps Professional
  • Experience with TRICARE, DHA, or healthcare insurance domain knowledge
  • Background in conversational AI design (IVR, chatbots, voice agents)

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EWOR GmbH

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OtherRemoteTeam 201-500

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Job Closed
Miratech logo

NICE CXOne Engineer

Miratech

Helping Visionaries Change the World

OtherRemoteTeam 501-1,000Since 1989H1B No Sponsor

Company Description Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Job Description We are seeking a skilled NICE CXOne Engineer with strong experience in Studio scripting, IVR development, routing design, and API integrations. The ideal candidate will have hands-on expertise in NICE InContact CXOne solutions and cloud-based environments. This role requires collaboration with architecture teams, business stakeholders, and cross-functional technical teams to design, develop, and support contact center solutions. Responsibilities - Coordinate and perform release planning, development, testing, and deployment of IVR enhancements across multiple agencies. - Design and build call flows and integrate backend systems using application programming interfaces (APIs). - Manage NICE Business Units (BU) and contribute to solution design and network optimization. - Provide routing design and implementation for contact center technologies. - Collaborate with Architecture teams to design, develop, deploy, and consume APIs. - Provide technical support and troubleshooting assistance when scripting issues arise. - Coordinate issue communication and resolution with multiple technical teams during production incidents. - Review support tickets with agency leadership and oversee issue resolution across teams. Qualifications - 3+ years of experience with NICE InContact CXOne. - 3+ years of professional experience with NICE CXOne Studio scripting. - Hands-on experience designing and implementing NICE CXOne solutions. - Experience working with cloud-based SaaS, PaaS, or IaaS providers. - Experience with virtualized systems including application servers, databases, and networking infrastructure. - Ability to understand business requirements and translate them into technical solutions. - Strong conflict management and organizational communication skills. - Excellent communication and teamwork abilities. Nice to Have - Experience in Contact Center dashboard creation. - Basic knowledge of intersystem networking and data traffic flow between components. - Ability to troubleshoot end-to-end call center applications. - Experience troubleshooting browser-related issues (Chrome and Edge) when interacting with web-based applications such as Salesforce or Microsoft Dynamics. We offer: - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. *Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Additional Information All your information will be kept confidential according to EEO guidelines.

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