BPO - AI Solutions Architect (Hybrid Setup) #M1

Beyond AI agent deployments, this role will also support the Business Intelligence Department Head on wider initiatives in Data Analytics and automation across the organization. The Business Intelligence Solutions Architect will actively learn with other BI team members to reasonably support business continuity planning (BCP).

This role is ideal for someone with strong technical acumen, an interest in conversational AI, and experience deploying software solutions in production environments.

How You Spend Your Eight Hours

• Help customers deploy their AI-powered voice and chat agents across various platforms

• Act as the POC for customers to ensure ongoing support and customer success

• Collaborate with engineers, project managers, and clients to map business workflows into AI agent decision trees

• Adjust agent responses, intent recognition, and NLP/NLU models to align with client goals

• Optimize AI agents with CRMs, ERPs, APIs, and other backend systems as needed

• Conduct QA cycles, troubleshoot issues, and optimize performance to reduce false positives or negatives

• Troubleshoot technical issues during go-live and ensure a smooth early-stage deployment

• Maintain clear records of agent configurations, flows, and system integrations
  
• Collaborate with Department Head & Company Leadership in general where skillset and functions overlap 
  
• Support broader business intelligence initiatives (data analytics, automation, process optimization) and learning; assisting with department continuity (BCP).

What You Must Possess

• Customer service experience

• At least two to four years of experience in technical implementation, technical support, or software engineering

• Hands-on experience with conversational AI platforms

• Familiarity with REST APIs, webhooks, and cloud platforms (AWS, GCP, or Azure)

• Solid understanding of NLP/NLU concepts and best practices

• Excellent problem-solving and communication skills

• Bachelor's degree in a technical field or equivalent experience

• Understanding of analytics data visualization tools

• Experience in agile environments or customer-facing technical roles (preferred but not required)

• Exposure to voice-based AI agents (Twilio, Vonage, or custom SIP integrations) (preferred but not required)

• Familiarity with CRM, contact center, or support automation systems (preferred but not required)
  
• Support broader business intelligence initiatives (data analytics, automation, process optimization) and learning; assisting with department continuity (BCP). 

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
  
• A signing bonus equivalent to one (1) month's salary will be provided, applicable only to candidates who can start immediately

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13th-month pay and other Philippine-government-mandated benefits

• Non-taxable allowances

• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Full-time position

• Monday to Friday, night shift

• Hybrid work setup with on-site training

Why Join Our Company

You look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.