Professional Services Engineer – Contact Centres

Home-based – Permanent - Professional Services Engineer / Consultant – (Contact Centre Focus, AI solutions). I’m recruiting on behalf of a leading technology client for a Professional Services Engineer who will play a key role in deploying contact centre solutions with a strong focus on AI driven solutions deployment.

This is an exciting opportunity for someone who enjoys working closely with clients, running workshops, and delivering innovative projects that leverage Natural Language Processing (NLP), Large Language Models (LLMs), and Generative AI.

Professional Services Engineer – The role:

You’ll be responsible for configuring, deploying, and commissioning advanced applications, ensuring projects are delivered on time, within budget, and to the highest standard.

• Lead client workshops to understand requirements and design tailored solutions.
• Deploy AI and LLM applications to cloud platforms such as AWS.
• Collaborate with developers, engineers, and project managers to deliver scalable solutions.
• Provide technical support during implementation and maintain exceptional customer service throughout the delivery cycle.
• Stay ahead of emerging AI technologies and best practices.
• Document solutions and contribute to continuous improvement of delivery processes.
• Manage multiple projects concurrently and escalate risks when necessary.

Professional Services Engineer – Requirements:

• Strong communication skills and ability to run client-facing workshops.
• Experience deploying IT solutions (SaaS or on-premise) in customer environments.
• Solid understanding of IT infrastructure, networking, firewalls, and TCP/IP.
• Good knowledge of telephony systems and protocols (VoIP/SIP).
• Highly organised, proactive, and detail-oriented with excellent time management skills.
• Comfortable working remotely with minimal supervision.
• Knowledge of ITIL-based service delivery processes.

• Minimum 5 years’ experience in client-facing software delivery or IT roles.
• Exposure to Contact Centre technologies and associated applications.
• Experience with Conversational Design / Prompt Engineering for AI.
• Ability to deliver training workshops and consultative demonstrations.
• Understanding of data and integration principles.
• (Coding knowledge such as JSON/JavaScript is a bonus but not essential.)

Why Apply?

• Work on cutting-edge AI projects shaping the future of customer experience.
• Join a collaborative, forward-thinking team.
• Flexible remote working arrangements.
• Competitive salary and benefits package.

This is a fantastic opportunity for a professional services engineer to join a company that fosters growth and in particular a team that offers an exciting and collaborative environment to work in (the position has come about due to a promotion). Home-based with around 2-3 client visits per month. Job offer is subject to security background checks.