Conversational AI Engineer L3

• Design, develop, and deploy conversational AI solutions using platforms like Dialogflow, Microsoft Bot Framework, or equivalent.
• Collaborate with stakeholders to understand requirements and translate them into effective AI-driven concierge services.
• Implement and optimize NLP algorithms and ML models to improve the accuracy and responsiveness of virtual assistants.
• Develop and maintain automation scripts and workflows to integrate AI capabilities into EUC operations.
• Ensure security and compliance considerations are addressed in AI implementations, working closely with security teams.
• Conduct testing and debugging of AI applications to ensure reliability, scalability, and seamless user experience.
• Document AI architectures, processes, and best practices to facilitate knowledge sharing and maintain system integrity.
• Stay updated with industry trends and advancements in AI bot technologies, applying relevant innovations to enhance our solutions.

Must live and embody Twilio s values:

• Wear our customer s shoes and understand their perspective when helping with issues and requests
• Customer-centric mindset, understanding and empathizing with customer perspectives
• Excellent communication skills, including written, verbal, and interpersonal abilities
• Proficiency in supporting endpoint security standards and adhering to defined controls
• Passion for technology and staying up to date with industry trends
• Strong customer service and critical thinking skills, utilizing available resources effectively
• Growth mindset and positive attitude, particularly in ambiguous situations
• Documentation skills, contributing to the knowledge base for self-service support
• Experience using a ticketing system, such as ServiceNow
• Strong organizational, time management, and communication skills
• Flexibility to work in a 24/7 operation and travel between office locations as required
• Humility, willingness to learn and grow from successes and failures
• Adaptability to a fast-paced, changing environment
• Focus on progress rather than perfection
• Transparency, thoughtfulness, and collaboration in business practices
• Willingness to help others and promote a collaborative work environment.
• Automation first mindset

• Bachelor s degree in Computer Science, Engineering, or a related field.
• 5+ years of experience in developing AI applications, with a focus on conversational AI.
• Strong programming skills in languages such as Python, JavaScript, or Java.
• Experience with NLP frameworks (e.g., spaCy, NLTK) and conversational AI platforms (e.g., Dialogflow, Microsoft Bot Framework).
• Proficiency in scripting and automation tools (e.g., PowerShell, Ansible) for deployment and maintenance.
• Knowledge of AI/ML techniques, including supervised and unsupervised learning, for enhancing conversational interfaces.
• Familiarity with version control systems, especially Git, for collaborative development.
• Excellent problem-solving skills and ability to analyze complex technical issues.
• Strong communication and collaboration skills to work effectively in cross-functional teams.
• Expertise in various programming languages (Java, Perl, Python, C++ etc)
• Expert working knowledge with JIRA, Slack, power automate, GitHub or similar technologies.
• SAFe for Teams
• SailPoint IdentityNow professional or similar certification
• ITIL v4 Foundation or Similar
• Advanced AWS, GCP or Azure certification(s) in the realms of machine learning and API s
• Google Workplace professional Certification or similar certificate
• ITIL v4 Certification

• Master s degree or relevant certifications
• Certifications in AI, Machine Learning, or related fields.
• Experience with cloud platforms (AWS, Azure, Google Cloud) for deploying AI solutions.
• Knowledge of DevOps practices and tools (e.g., Docker, Kubernetes) for automation and scalability.
• Background in UI/UX design principles to create intuitive user experiences.
• Understanding of cybersecurity best practices and compliance standards.
• Previous experience in End User Computing or Operations environments.
• Proven ability to innovate and drive AI initiatives in a corporate setting.