Description
RSM is hiring a client-facing Contact Center AI & Copilot Engineer focused on designing, building, deploying, and optimizing AI-enabled voice, chat, and omnichannel contact center solutions. The role uses Copilot Studio, Dynamics 365 Contact Center, Genesys Cloud, Cisco Webex Contact Center, CRM and backend integrations, APIs, and related CCaaS technologies. Responsibilities include creating AI agents, IVRs, call flows, routing, queues, integrations, testing, troubleshooting, documentation, solution development, and improving customer and agent experiences. The position requires at least four years of experience supporting contact center, CRM, Microsoft 365, Power Platform, or enterprise technology solutions, plus strong client-facing and technical troubleshooting capabilities.
