Note: The job is a remote job and is open to candidates in USA. HCA Healthcare is committed to redefining patient care through digital innovation and artificial intelligence. As a Staff AI Engineer focused on Contact Center AI solutions, you will lead the design and development of AI-powered customer experience solutions, enhancing operational workflows and improving patient interactions.

Responsibilities

• Design, develop, and implement AI-powered contact center solutions with a focus on Genesys Cloud CX and conversational AI
• Build and deploy intelligent virtual agents, voice bots, chatbots, and AI assistants to improve patient and agent experiences
• Integrate Generative AI and Agentic AI capabilities into call center workflows including IVR automation, call summarization, agent assist, routing optimization, and self-service experiences
• Collaborate with contact center operations teams and business stakeholders to translate operational requirements into scalable AI solutions
• Optimize customer journeys, conversational flows, and automation strategies to improve containment rates, call resolution, and customer satisfaction
• Provide technical leadership and mentorship to engineering team members
• Evaluate emerging contact center AI technologies and recommend improvements to architecture and operational processes
• Partner with cross-functional teams across IT, digital transformation, operations, and enterprise product teams

Skills

• 5+ years of experience in software engineering, contact center technology, or AI/automation engineering
• 1+ years of hands-on experience with Genesys Cloud CX, Genesys Engage, or similar CCaaS/contact center platforms
• Hands-on experience with Generative AI technologies, LLMs, conversational AI platforms, or Agentic AI frameworks
• Experience with cloud platforms such as Azure or GCP
• Strong understanding of contact center operations, call flows, routing strategies, workforce challenges, and customer experience optimization
• Experience with healthcare contact center environments
• Familiarity with platforms such as Dialogflow, Amazon Lex, Vertex AI, OpenAI APIs, or similar AI technologies

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