Senior Professional Services Engineer (AI)

TL;DR

Senior Professional Services Engineer (AI): Delivering specialized technical solutions and consulting for enterprise contact center applications with an accent on CXone, AI-driven integrations, and system architecture. Focus on leading complex implementations, conducting business analysis, and mentoring junior staff to ensure scalable, high-performing customer experience solutions.

Location: Must be based in Manila, Philippines (Hybrid: 2 days in office, 3 days remote).

Company

A global software leader in AI, cloud, and digital solutions, serving over 25,000 businesses worldwide to enhance customer experiences and ensure public safety.

What you will do

• Lead complex implementations of CX and AI solutions from pilot to full deployment.
• Configure and develop hirify.global solutions including ACD, IVR, ASR, NLU, and CRM integrations.
• Design end-to-end technical architectures by integrating systems across APIs and customer ecosystems.
• Provide subject matter expertise and business analysis to design tailored solutions for enterprise clients.
• Manage system lifecycle development, change control, and risk analysis for large-scale projects.
• Mentor junior staff and provide enablement workshops for partners and customers.

Requirements

• Bachelor's degree in a technical or business field or equivalent experience.
• 5+ years of professional experience, including at least 1+ year with digital channels, AI, or bot-driven applications.
• Proven expertise in supporting large enterprise environments and complex integrations.
• Strong background in contact center technologies, CRM integrations, and API ecosystems.
• Experience with business analysis, KPIs, and best practices for call center operations.
• Proficiency in workflow documentation using tools like Lucidchart or Microsoft Visio.

hirify.global-to-have">hirify.global to have

• Familiarity with Generative AI models and NLU techniques.
• Knowledge of emerging trends in digital customer engagement.

Culture & Benefits

• Hybrid work model (hirify.global-FLEX) promoting work-life balance.
• Opportunities for internal career growth across multiple disciplines and locations.
• Collaborative, fast-paced, and innovation-driven environment.
• Global company with a diverse and inclusive culture.