Chatbot Engineer (Senior)

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location and Flexibility

This role can be fully remote for candidates based in the states of São Paulo and Rio Grande do Sul as well as in the cities of Rio de Janeiro, and Belo Horizonte, due to team distribution and occasional in-person opportunities. If you are based in São Paulo or Porto Alegre, you are welcome to work from one of our offices on a flexible schedule.

The Opportunity

TELUS Digital seeks an AI Engineer with strong conversational AI and architecture skills to turn client needs into scalable generative AI solutions. You’ll design and implement conversational AI architectures, working with stakeholders and conversation designers to build, test, and optimize LLM-driven workflows. Using API development, SQL, and the Google suite, you’ll integrate, prompt engineer, and secure AI models while ensuring compliance and performance. 

Responsibilities 

• Discover and analyze business requirements, being the advocate for the customer while also understanding existing technology capabilities.
• Develop application architecture design for high complexity projects, with emphasis on technical architecture, and implement solutions.
• Participate in the review of detailed design specifications, test plans, and user documentation for functional and technical completeness and accuracy.
• Bring creativity, strong logic skills, and the ability to work in a dynamic, challenging, and consultative environment.
• Apply your knowledge of software engineering and AI systems to develop AI solutions targeted at conversational AI use cases.
• Partner with Conversation Designers who specialize in advanced linguistics and conversational best practices, ensuring optimal architecture and conversational flows are being designed.
• Take ownership of implementing and optimizing conversational flows, prompt engineering, and AI components, ensuring they meet project needs with high complexity and scale.
• Navigate and manipulate generative AI models, including large language models, to create prompts and solutions tailored to specific use cases.
• Develop and incorporate AI solutions while adhering to industry best practices, including moderation, security, and compliance standards.
• Lead the charge in testing and evaluating conversational flows, leveraging standard metrics to ensure alignment with business objectives.
• Meet with stakeholders and partners, understanding requirements and translating technical concepts into non-technical verbiage.

Qualifications

• Experience with call center technology, Virtual Assistants, GenAI-powered Chatbot development, and conversational voice and chat implementations.
• Experience in the GCP environment, including Google Dialogflow CX, Google CCAI, Google CES, or similar.
• Demonstrable experience with Generative AI and NLP, leveraging LLMs, and prompt engineering for conversational use cases.
• Strong prompt engineering skills, understanding, and leveraging key techniques such as zero-shot, few-shot, chain-of-thought, and others.
• Understanding of the trade-offs between generative AI models and the ability to choose the right model for specific use cases.
• Experience with API development with Python and/or JavaScript, and SQL and SQL-based databases. 
• Experience with solution observability, monitoring, and performance evaluation.
• Familiarity with testing and evaluating AI systems using state-of-the-art methods and best practices.
• Self-starter characteristic, willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely.
• Ability to communicate complex technical terms and concepts effectively to technical and non-technical stakeholders.
• Present strong analytical, creative thinking, decision-making skills, and have the ability to think outside the box to drive continuous improvement.
• Strong collaboration skills and ability to work alongside Data Science specialists, drawing on their expertise in AI model development and fine-tuning to deliver sophisticated AI solutions.

Bonus Points

• Experience with data embeddings and vector databases, understanding the trade-off between available options, and leveraging it to optimize data ingestion.
• Experience designing and implementing large-scale conversational systems for a large number of intents and use cases.
• Previous experience in the contact center world.
• Contributions to AI thought leadership in the industry.

Why TELUS Digital?

At TELUS Digital, you'll work with world-class brands like FOX, HBO, PepsiCo, and Domino's, building transformative digital products that impact millions. Our global reach allows you to collaborate with diverse, international teams, solving complex problems and delivering tech-driven solutions that matter.
We thrive on engineering excellence, using the latest technologies in cloud computing, AI, machine learning, DevOps, microservices architecture, and data engineering. Our teams embrace Agile methodologies, continuous integration and deployment (CI/CD) pipelines, and a DevOps-first mindset to deliver solutions at scale.

In addition to being part of an international and innovative consultancy company, you will have:

• A Global Innovation Hub: Be part of an international consultancy at the forefront of technology
• Work-Life Harmony: Enjoy flexible hours and autonomy to balance your professional and personal life
• Cutting-Edge Tech Playground: Dive into the latest technologies and shape the future of digital solutions
• Prestigious Partnerships: Collaborate with world-renowned brands, making a real impact in the market
• Growth-Centric Environment: Thrive in our collaborative ecosystem with a clear career development path
• Global Exposure: Embrace optional international travel opportunities to broaden your horizons

Some of our benefits: 

• Health and dental plan
• Life insurance
• Monthly voucher for meals, culture, education, health and mobility
• Child care assistance and more!

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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