Job Description

What We Need
Corpay is currently looking to hire an AI Contact Center & Virtual Agent Engineer. In this role, the AI Contact Center & Virtual Agent Engineer will be specializing in next-generation customer engagement platforms. This role is responsible for designing, architecting, implementing, and supporting AI-powered contact center ecosystems, including intelligent virtual agents (IVAs), conversational AI platforms (AI Agents), and omnichannel customer engagement solutions.

The engineer will play a critical role in integrating AI-driven voice and digital channels with enterprise systems, ensuring seamless automation, high availability, and exceptional customer experience. This includes working with platforms such as NICE Cognigy, WestCX Orchestrate, and other conversational AI frameworks, along with speech services, orchestration layers, and backend integrations.

The candidate will collaborate closely with network, security, data, and application teams to ensure a scalable, resilient, and secure architecture supporting AI-driven interactions across voice and digital channels. This role will also partner with business stakeholders to optimize automation strategies, improve containment rates, and drive measurable business outcomes.

How We Work

As an AI Contact Center & Virtual Agent Engineer, you will be expected to work in a remote environment. Corpay will set you up for success by providing:

• Company-issued equipment
• Formal, hands-on training

Role Responsibilities
The responsibilities of the role will include:
• Designing and deploying AI-powered contact center architectures, including IVA, voice bots, chatbots, and omnichannel routing solutions.
• Architecting and implementing integrations between conversational AI platforms (e.g., NICE Cognigy, WestCX Orchestrate) and enterprise systems (CRM, ERP, identity platforms).
• Serving as the internal subject matter expert for conversational design, natural language understanding (NLU), and dialogue orchestration.
• Leading the design and optimization of voice AI pipelines, including speech-to-text, text-to-speech, intent recognition, and real-time decisioning.
• Developing and maintaining call flows, conversation flows, and automation logic, ensuring high containment and positive user experience.
• Collaborating with data and analytics teams to implement AI model training, tuning, and performance monitoring, including intent accuracy and deflection rates.
• Integrating AI solutions with NICE CXone contact center platform including Automated Call Summaries, Automated QA, and Real-Time Assist (Copilot)
• Partnering with network and infrastructure teams to ensure low-latency, high-quality voice and API performance for real-time AI interactions.
• Providing expert-level technical support for AI-driven customer engagement systems, troubleshooting issues across voice, chat, and backend integrations.
• Leading the support process development and operationalization of newly deployed AI Contact Center and Virtual Agent technologies. Ensure internal teams have the skills, processes and metrics in place to support business requirements.
• Leading automation and orchestration initiatives, leveraging scripting and APIs to streamline deployment, monitoring, and maintenance.
• Conducting system audits to ensure compliance with security, privacy, and regulatory requirements (including call recording, data handling, and AI governance).
• Staying current with advancements in generative AI, and conversational AI platforms, assessing their applicability to the enterprise.
• Documenting and maintaining architecture standards, conversational design guidelines, and operational runbooks.
• Supporting vendor evaluations, proofs of concept, and AI platform bake-offs to guide strategic technology decisions.

Qualifications and Skills:
• Bachelor’s degree or equivalent proven technical experience.
• Minimum of 5+ years in engineering, architecture, or progressive support roles related to contact centers or unified communications.
• Proven experience designing and deploying AI-enabled IVAs, chatbots, or voice bots at enterprise scale.
• Experience with contact center platforms (e.g., NICE CXOne, Genesys, Five9, Amazon Connect, or equivalent).
• Hands-on experience with conversational AI platforms (e.g., NICE Cognigy, WestCX Orchestrate, Dialogflow, Azure Bot Framework, or equivalent).
• Strong understanding of natural language processing (NLP/NLU) concepts and conversational design best practices.
• Experience integrating AI solutions with REST APIs, webhooks, and enterprise systems (CRM/IVR/backend services).
• Proficiency in scripting or programming languages (e.g., Python, PowerShell, JavaScript).
• Strong understanding of real-time communications, including voice architecture, SIP, and media handling.
• Experience with analytics and monitoring tools for conversational AI performance and contact center KPIs.
• Excellent problem-solving skills with the ability to troubleshoot complex, cross-domain issues.
• Strong collaboration and communication skills, with the ability to translate technical solutions into business value.

Benefits & Perks
• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

#CORPAY

#LI-DR1

About Corpay

Corpay is a global technology organization that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.
At Corpay, we are committed to fostering an inclusive and respectful workplace where employees are valued for their diverse perspectives, experiences, and contributions. We believe that diversity, equity, and inclusion strengthen our teams, drive innovation, and support our continued success globally.
As part of our hiring process, offers of employment may be subject to the successful completion of pre-employment screening conducted by an authorized third-party provider, in accordance with applicable laws and Corpay policies. Screening requirements may include employment references, identity verification, criminal record checks, financial or sanctions screening, and other background checks relevant to the role and permitted by local law.
Notice to Recruitment Agencies and Search Firms: Corpay does not accept unsolicited resumes from agencies or search firms without a valid written agreement in place. Any unsolicited candidate submissions will become the property of Corpay, and no fees will be paid related to such submissions.
Learn more about Corpay: https://www.corpay.com

Transparency & Compliance

Equal Opportunity Employer
Corpay is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), gender, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, marital status, genetic information, military or veteran status, or any other characteristic protected by applicable law. Corpay is committed to fostering an inclusive workplace where individuals are respected and valued for their diverse perspectives, experiences, and contributions. If you require reasonable accommodation during any part of the application or interview process, please notify a representative of the Human Resources Department.

Use of Artificial Intelligence in Hiring
Corpay may use artificial intelligence (AI) and other technology-enabled tools to support certain aspects of the recruitment process, such as application screening, candidate assessment, or interview scheduling. These tools are designed to enhance efficiency, consistency, and fairness throughout the hiring process. AI tools do not make final hiring decisions. All employment decisions involve human review. Corpay is committed to the responsible use of AI, including appropriate oversight and safeguards designed to support fair and unbiased outcomes.

Candidate Privacy Notice
For information about how Corpay processes personal information during the recruitment process, please review our Candidate Privacy Notice: https://www.corpay.com/privacy-policy.

Pay Philosophy
Corpay is committed to fair, equitable, and transparent compensation practices. Compensation decisions are based on objective, job-related factors including skills, experience, qualifications, and market benchmarks. Where required by applicable law, salary or compensation ranges will be included in the job posting or provided prior to the interview process, where required by applicable law. Additional compensation elements such as bonuses, incentives, benefits, or variable pay may apply where applicable.