• Configure and develop solutions within the IntelePeer CAP platform • Build and maintain SmartAgent conversational workflows • Assist with AI-driven voice automation implementations • Develop API integrations and data transformation logic • Support Smartsheet and list management integrations • Participate in workflow design and architecture discussions • Help implement reporting and analytics solutions • Work alongside PCG and client stakeholders during implementations • Troubleshoot production issues and optimize workflows • Learn additional AI and automation platforms as PCG expands services • Support healthcare and contact center automation initiatives

• The AI Automation Engineer 3, Support Systems designs, builds, tests, and optimizes AI-driven support workflows across Forethought, Salesforce Service Cloud, Knowledge, Jira, and related support systems. • Improve customer experience by enabling faster, more accurate, and more effective AI-supported support interactions. • Increase automation effectiveness through higher AI resolution rates, better deflection outcomes, and reduced manual triage. • Strengthen support operations by improving routing accuracy, escalation handling, and safe human handoff behavior. • Enhance decision-making with measurable reporting and performance insights across AI workflows and support systems. • Help ensure scalable, governed, and production-ready AI automation through strong testing, auditability, and privacy-conscious controls. • Design AI agents and workflows for intake, triage, routing, case qualification, resolution, escalation, and customer updates. • Build, test, and continuously improve Forethought Autoflows, intents, fallback logic, Solve, Triage, Assist, Discover, and Agent QA use cases. • Partner with Business Systems to connect AI outputs to Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting. • Create and configure API-based workflows, webhooks, Salesforce Flows, low-code automations, and system integrations. • Develop test sets and UAT plans to validate AI responses, routing accuracy, grounding, customer experience, and safe handoff behavior. • Analyze case data, customer sentiment, fallback patterns, and AI failures to identify knowledge gaps and automation opportunities. • Monitor AI performance and produce recurring reporting on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact. • Implement governance controls for privacy, sensitive data, CJI or CJIS risk signals, auditability, human handoff, and rollback readiness. • Partner with Support, Support Operations, Product, Engineering, Customer Success, Business Systems, Knowledge, and vendors to move AI initiatives from idea to production.

Role Description As a contractor, you will: - Collaborate with QA Engineers to prioritize and automate testing for tracking libraries and SDKs across Mobile Applications and Connected TV (CTV) platforms. - Support the team in achieving established OKRs related to data quality through automation initiatives. - Convert manual test cases into automated test scripts and enable self-service execution for the broader QA team. - Partner with QA Engineers to design and support testing solutions that improve the efficiency and accuracy of streaming analytics validation. - Collaborate with cross-functional teams to troubleshoot issues and resolve test failures related to analytics implementations. - Contribute to tracking specifications and review, test, deploy, and maintain automated test suites to support high-quality analytics software delivery. - Design and execute automated QA tests using both real and simulated devices. - Analyze test results, document findings, and create detailed bug tickets in Jira. Key Responsibilities - Support automated testing efforts for analytics APIs that collect and process data across multiple platforms. - Contribute to the continuous development and enhancement of test automation frameworks supporting data collection and validation capabilities. - Automate test cases and conduct regular test script audits to identify tracking gaps, inconsistencies, and technical implementation issues. - Mentor QA Engineers on adopting test automation as a primary testing approach and help them effectively use the automation framework. - Serve as a key point of contact for test automation throughout the Software Development Life Cycle (SDLC), including peer reviews of test scripts. GenAI Responsibilities - Hands-on experience with Claude is mandatory, including rewriting and refactoring automation scripts to improve reliability, readability, and reduce duplication. - Strong understanding of leveraging AI tools to enhance and optimize automation frameworks. - Apply GenAI to improve automation frameworks through self-healing capabilities, maintenance optimization, and Root Cause Analysis (RCA) support. - Build and extend Agentic AI-driven automation frameworks where intelligent agents assist with test generation, execution support, and maintenance workflows. - Implement RAG-based context grounding to ensure script generation and recommendations leverage requirements, test assets, and historical defect data. - Hands-on experience with Docker for containerizing automation and AI utilities to ensure consistency across local and CI environments. - Strong CI/CD mindset, ensuring automation frameworks are fully integrated into deployment pipelines and test management systems. Qualifications - 5+ years of software development or test automation experience and a Bachelor's degree in Computer Science or a related field. - Strong programming experience with Java (preferred), JavaScript, or Python. - Hands-on experience with: - Java - Selenium WebDriver - API Testing - Appium - Mobile Testing (Android/iOS) - Experience designing, developing, and maintaining automation frameworks. - Experience in test planning, test execution, test automation, and acceptance testing within Agile environments. - Ability to clearly communicate technical concepts to both technical and non-technical audiences. - Strong communication, problem-solving, and critical-thinking skills. - Strong advocate for continuous improvement and best practices in test automation and testing tools. - Experience using proxy and network monitoring tools such as Charles Proxy, Wireshark, Chrome DevTools, and BrowserMob Proxy. - Hands-on experience with Claude AI. Nice to Have - Experience working with tag management tools such as Tealium or Adobe Launch. - Expertise with automation frameworks such as Selenium WebDriver and Appium. - Experience with Jira and Confluence. - Experience working with analytics tools such as Adobe Analytics. - Testing experience with Mobile Applications and Connected TV (CTV) platforms using ADB and Xcode. - Experience integrating automation frameworks into CI/CD pipelines. - Experience using Docker to support automation environments. - Success building a culture of strong test engineering processes and automation best practices.

Role Description Conduent is expanding its Support Team, and we're looking for a Contact Center Supervisor to lead and inspire a team of customer service professionals. If you have a passion for driving operational excellence and want to be part of a dynamic work environment, we want to hear from you! - Lead and motivate a team of customer service representatives to achieve performance targets and deliver outstanding service. - Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements. - Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction. - Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development. - Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed. - Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience. - Foster open communication within the team, promoting a collaborative and positive work environment. Qualifications - Minimum of 3 years in a supervisory or QA role within a call center environment. - Demonstrated commitment to delivering exceptional customer service. - Proven ability to lead and motivate a team, with strong coaching, decision-making, and problem-solving skills. - Comfortable working in a fast-paced environment, with the ability to adapt to changes and implement innovative solutions. - Excellent communication and interpersonal skills. - Basic understanding of telecommunications products and services is a plus. Benefits - Health and Welfare Benefits: Tailored to fit you and your family's needs starting on the first day of employment. - Retirement Savings: Support as you save for your future. - Career Growth Opportunities: Opportunities to advance your career with a vast portfolio of businesses and a global footprint. - Paid Training: Earn while you learn with access to award-winning learning platforms throughout your Conduent career. - Paid time off: Attractive paid time off packages designed for you to enjoy your life away from work. - Great Work Environment: Proud of our award-winning culture and recognition for our diversity efforts. Company Description Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.