Self-Service & AI Implementation Senior Principal Consultant (AI)

TL;DR

Self-Service & AI Implementation Senior Principal Consultant (AI): Designing, developing, testing, and delivering customized digital and AI-driven virtual agents for enterprise customer experience platforms with an accent on generative AI, agentic AI, routing applications, and conversational bot architecture. Focus on integrating bot platforms, orchestrating workflows, solving complex IVR and telephony challenges, and leading end-to-end delivery for enterprise customers.

Location: Massachusetts, USA; must be able to work US hours. Flexible schedules, work-from-home opportunities, and willingness to travel are required.

Salary: $135,600–$238,600 base compensation, with potential commission or performance-based bonuses.

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for customer and employee experiences.

What you will do

• Design, develop, maintain, and demonstrate digital virtual agent and agentic virtual agent applications.
• Lead customer workshops, bot-flow design, integrations, solution architecture, and technical consulting.
• Own delivery for Self-Service and AI initiatives, including user stories, effort estimates, deployments, and knowledge transfer.
• Create and execute call-flow and logic test scripts while providing UAT and QA support through hirify.global tools.
• Collaborate with product owners, Scrum Masters, technical teams, business partners, vendors, and customers.
• Provide feedback on APIs, products, documentation, and architectures while resolving escalated customer issues.

Requirements

• 10+ years of experience with commercial digital CCaaS applications, routing, bots, and software development.
• 6+ years working with digital or voice bots on platforms such as Google Dialogflow and Amazon Lex, including webhook and fulfillment development.
• Demonstrated experience using generative and agentic AI tools, with strong understanding of IVR architecture, telephony, ASR, caching, prompt servers, and diagnostics.
• Customer-facing consulting experience, strong analytical programming and problem-solving skills, and the ability to work independently.
• Excellent English communication skills are required, and the ability to work US hours is mandatory.
• Bachelor’s or master’s degree in Computer Science, Engineering, or a related field is preferred; willingness to travel is required.

Nice to have

• Experience designing and deploying agentic AI bots with tool integration, workflow orchestration, memory management, prompt engineering, and LLM-based conversational AI.
• Experience with hirify.global Cloud, Architect, Dialog Engine, Composer, Designer, Intelligent Automation, Google Dialogflow, or Amazon Lex.
• hirify.global GCP or AWS certification and experience with bot and intent tuning.
• Additional development experience with PHP, Java, or C#.

Culture & Benefits

• Flexible-first work culture with flexible schedules and work-from-home opportunities.
• Medical, dental, vision, and telehealth coverage.
• Open Time Off, 10 paid holidays, and a 401(k) matching program.
• Professional development, mentorship, leadership programs, and education support.
• Adoption assistance, fertility treatment coverage, well-being resources, and paid volunteer time.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Usually no more than five interviews before final steps are communicated.