AI Engineer

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The AI Engineer will lead the technical development and implementation of the enterprise Interaction Analytics platform, supporting strategic initiatives to improve operational insight, quality assurance, and performance management. This role is responsible for designing, building, and maintaining scalable, AI-enhanced solutions that enable real-time analytics and actionable intelligence across contact center operations.

• Architect and deploy AI models and algorithms for real-time analytics, predictive insights, and automation workflows.
• Develop and maintain NLP(natural language processing)-driven analytics modules that support sentiment analysis, compliance scoring, and behavioral insights.
• Implement AI-enhanced features such as real-time transcription, adverse event detection, and predictive call scoring.
• Design and maintain data interfaces between the analytics platform and enterprise reporting tools, ensuring seamless integration and performance.
• Apply natural language models to automate quality scoring, root-cause analysis, and agent guidance during live calls.
• Collaborate with the AI Operating Committee to pilot and scale conversational intelligence features, including memory/state management and real-time feedback loops.
• Support the development of AI-enhanced dashboards and reporting tools that translate voice/text analytics into actionable insights for QA, Operations, and Leadership.
• Partner with QA, Operations, WFM, and Marketing teams to translate business needs into platform features.
• Serve as a technical liaison for internal stakeholders, ensuring alignment between platform capabilities and strategic goals.
• Participate in project planning, sprint reviews, and stakeholder presentations.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

•  Bachelor’s degree in Computer Science, Data Engineering, or related field.
• 4–6 years of experience in AI/ML engineering, data science, or platform development.
• Proficiency in Python, SQL, and modern data stack technologies.
• Experience with NLP, machine learning, and cloud-based analytics platforms.
• Previous experience with telephony systems, contact center operations, and/or performance metrics.
• Familiarity with data engineering concepts and integration of AI models into production environments.

KNOWLEDGE, SKILLS & ABILITIES:

• Systems thinker with a passion for solving complex data challenges.
• Comfortable working in ambiguous environments with evolving requirements.
• Strong communication skills and ability to collaborate across technical and non-technical teams.
• Experience in building enterprise-grade analytics platforms with high user adoption.
• Demonstrated ability to integrate AI and natural language models into operational workflows for quality management.
• Excellent verbal and written communication skills
• Excellent communication skills including but not limited to documentation, presentation, and training meeting facilitation.
• Excellent interpersonal skills
• Excellent organization skills and detail oriented
• Excellent analytical and problem-solving skills
• Excellent technical skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)
• Experience executing multi-faceted programs and meeting client deliverables.
• Experience within the pharmaceutical industry and client management or customer service is highly desirable.
• Works efficiently under pressure.

PHYSICAL DEMANDS:

• Location of job activities 100% inside, full-remote eligible
• Noise and/or vibrations exposure
• Stand and sit for prolonged periods of time
• Occasionally lift, carry, and move up to 20 pounds

 TRAVEL & AVAILABILITY REQUIREMENTS:

• 0-20% travel

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.