[Hiring] AI Contact Center & Virtual Agent Engineer @Corpay

Other Jobs To Apply

Role Description

Corpay is currently looking to hire an AI Contact Center & Virtual Agent Engineer. In this role, the AI Contact Center & Virtual Agent Engineer will be specializing in next-generation customer engagement platforms. This role is responsible for designing, architecting, implementing, and supporting AI-powered contact center ecosystems, including intelligent virtual agents (IVAs), conversational AI platforms (AI Agents), and omnichannel customer engagement solutions.

The engineer will play a critical role in integrating AI-driven voice and digital channels with enterprise systems, ensuring seamless automation, high availability, and exceptional customer experience. This includes working with platforms such as NICE Cognigy, WestCX Orchestrate, and other conversational AI frameworks, along with speech services, orchestration layers, and backend integrations.

The candidate will collaborate closely with network, security, data, and application teams to ensure a scalable, resilient, and secure architecture supporting AI-driven interactions across voice and digital channels. This role will also partner with business stakeholders to optimize automation strategies, improve containment rates, and drive measurable business outcomes.

Role Responsibilities

  • Designing and deploying AI-powered contact center architectures, including IVA, voice bots, chatbots, and omnichannel routing solutions.
  • Architecting and implementing integrations between conversational AI platforms (e.g., NICE Cognigy, WestCX Orchestrate) and enterprise systems (CRM, ERP, identity platforms).
  • Serving as the internal subject matter expert for conversational design, natural language understanding (NLU), and dialogue orchestration.
  • Leading the design and optimization of voice AI pipelines, including speech-to-text, text-to-speech, intent recognition, and real-time decisioning.
  • Developing and maintaining call flows, conversation flows, and automation logic, ensuring high containment and positive user experience.
  • Collaborating with data and analytics teams to implement AI model training, tuning, and performance monitoring, including intent accuracy and deflection rates.
  • Integrating AI solutions with NICE CXone contact center platform including Automated Call Summaries, Automated QA, and Real-Time Assist (Copilot).
  • Partnering with network and infrastructure teams to ensure low-latency, high-quality voice and API performance for real-time AI interactions.
  • Providing expert-level technical support for AI-driven customer engagement systems, troubleshooting issues across voice, chat, and backend integrations.
  • Leading the support process development and operationalization of newly deployed AI Contact Center and Virtual Agent technologies.
  • Leading automation and orchestration initiatives, leveraging scripting and APIs to streamline deployment, monitoring, and maintenance.
  • Conducting system audits to ensure compliance with security, privacy, and regulatory requirements (including call recording, data handling, and AI governance).
  • Staying current with advancements in generative AI, and conversational AI platforms, assessing their applicability to the enterprise.
  • Documenting and maintaining architecture standards, conversational design guidelines, and operational runbooks.
  • Supporting vendor evaluations, proofs of concept, and AI platform bake-offs to guide strategic technology decisions.

Qualifications

  • Bachelor’s degree or equivalent proven technical experience.
  • Minimum of 5+ years in engineering, architecture, or progressive support roles related to contact centers or unified communications.
  • Proven experience designing and deploying AI-enabled IVAs, chatbots, or voice bots at enterprise scale.
  • Experience with contact center platforms (e.g., NICE CXOne, Genesys, Five9, Amazon Connect, or equivalent).
  • Hands-on experience with conversational AI platforms (e.g., NICE Cognigy, WestCX Orchestrate, Dialogflow, Azure Bot Framework, or equivalent).
  • Strong understanding of natural language processing (NLP/NLU) concepts and conversational design best practices.
  • Experience integrating AI solutions with REST APIs, webhooks, and enterprise systems (CRM/IVR/backend services).
  • Proficiency in scripting or programming languages (e.g., Python, PowerShell, JavaScript).
  • Strong understanding of real-time communications, including voice architecture, SIP, and media handling.
  • Experience with analytics and monitoring tools for conversational AI performance and contact center KPIs.
  • Excellent problem-solving skills with the ability to troubleshoot complex, cross-domain issues.
  • Strong collaboration and communication skills, with the ability to translate technical solutions into business value.

Benefits

  • Medical, Dental & Vision benefits available the 1st month after hire.
  • Automatic enrollment into our 401(k) plan (subject to eligibility requirements).
  • Virtual fitness classes offered company-wide.
  • Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time.
  • Employee discounts with major providers (i.e. wireless, gym, car rental, etc.).
  • Philanthropic support with both local and national organizations.
  • Fun culture with company-wide contests and prizes.
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...