Job Description
Role: Senior CCAI Engineer (12 month FTC)
Reports to: Principal CCAI Engineer
This is a remote opportunity.
Role Purpose:
The Contact Centre AI Engineer plays a pivotal role in delivering change across the Digital Customer Contact (DCC) product suite. This includes supporting the integration and evolution of the Google CCaaS platform, in-house systems, and cloud-native services. Seniors are expected to, where appropriate, provide technical leadership, and contribute to the development of mid & junior engineers. The role includes line management responsibilities.
Key Accountabilities and Responsibilities:
* Lead and deliver SaaS initiatives, ensuring alignment with the DCC product roadmap.
* Support the Principal Engineer in executing the technical strategy for the DCC SaaS product.
* Develop and maintain full stack solutions using .NET, JavaScript, and Python.
* Contribute to the design and deployment of serverless functions on Google Cloud Platform (GCP).
* Assist in the development of Chrome extensions to enhance agent experience.
* Implement secure authentication using JWT and OAuth 2.0.
* Support CI/CD pipeline development and maintenance for Google Cloud technologies.
* Collaborate with cross-functional teams to ensure successful delivery of features and integrations.
* Manage and support API integrations using Apigee.
* Participate in testing automation and quality assurance processes.
* Provide mentorship and technical guidance to mid & junior engineers.
* Where applicable, take on management responsibilities, including performance reviews and development planning.
Skills, Experience, and Knowledge:
* Proven experience in full stack development, particularly in .NET and cloud-native environments.
* Hands-on experience with GCP services including Contact Centre AI, GCP Functions, and Cloud Storage.
* Familiarity with Chrome extension development and secure authentication protocols.
* Experience with CI/CD pipelines and DevOps practices.
* Strong understanding of API management using Apigee.
* Proficiency in JavaScript and Python.
* Exposure to Azure infrastructure and networking is a plus.
* Demonstrated ability to lead delivery streams and mentor team members.
* Excellent problem-solving, communication, and collaboration skills.
Customers and Key Stakeholders:
* Work closely with the Principal Engineer and Head of Digital Customer Contact to align technical delivery with strategic goals.
* Collaborate with Contact Centre Ops Managers, IT, and Data teams.
* Engage with external partners and stakeholders to ensure delivery meets expectations.
What we offer in return?
* A collaborative and fast paced work environment
* Health care cash plan
* Yearly bonus scheme
* 24 days annual leave plus Bank Holidays and the ability to buy additional leave (annual leave also increases with service)
* Life Assurance 4x annual salary
* Vibrant, modern offices
About the business:
Markerstudy is a leading provider of private insurance in the UK, insuring around 5% of the private cars on the UK roads, 20% of commercial vehicles and over 30% of motorcycles in total premium levels of circa £1.2b. Markerstudy also has a large and growing direct presence in the market as well.