- Pay Rate: $88.56/hour, depending on experience
- Contract Length: 4 Months
- Location: Calgary, Alberta
Raise is currently hiring a
Senior AI Engineer on behalf of our client. They’re expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader. Our Client, is a major Canadian airline.
Note: The primary pay rate is based on T4 classification; however, we will also consider applications from candidates interested in an INC classification, where applicable.
Description
The Senior AI Engineer in this role will design, test, and optimize AI-driven quality monitoring solutions for the Contact Centre. The resource will develop custom prompts and evaluation frameworks that assess customer interactions against business-defined quality standards. Working with Genesys transcript data, Snowflake, and Power BI, the resource will partner closely with business and technology stakeholders to refine AI assessments, benchmark model performance, optimize accuracy and cost, and deliver actionable
insights to Contact Centre Quality Managers. Design and implement an AI-powered quality monitoring capability that provides scalable, consistent, and data-driven assessments of
Contact Centre interactions. The solution will increase evaluation coverage, reduce manual quality review, identify coaching opportunities sooner, and provide Quality Managers with actionable insights into agent and operational performance.
Responsibilities
- Design, test, and optimize custom prompts that assess Contact Centre interactions against defined quality standards
- Translate business requirements and quality scorecards into structured AI evaluation criteria
- Develop business-approved test datasets, benchmarks, and validation methods to measure prompt accuracy, consistency, and reliability
- Compare prompting approaches and AI models to identify the optimal balance of quality, scalability, latency, and cost
- Validate AI-generated assessments against human Quality Manager evaluations and refine the solution based on results
- Support testing across representative call types, interaction lengths, brands, and languages
- Integrate AI-generated outputs with Snowflake-based data and analytics workflows
- Partner with Data Visualization SMEs to visualize outputs in Power BI or another format that is easily consumed by Contact Centre Quality Managers
- Document prompt designs, evaluation results, technical decisions, governance requirements, and recommended practices
- Establish a repeatable approach for prompt monitoring, version control, regression testing, and continuous improvement
Qualifications
- Proven experience designing and deploying fully custom prompt engineering solutions using Large Language Models
- Experience developing AI evaluation frameworks, benchmarking methodologies, test datasets, and validation processes
- Demonstrated ability to compare and optimize multiple AI models for accuracy, consistency, scalability, latency, and cost
- Experience working with unstructured conversational data, including call transcripts, chat interactions, or customer conversations
- Ability to translate business quality standards and scorecards into measurable AI assessment criteria
- Experience conducting human-in-the-loop validation and calibration exercises
- Strong understanding of prompt optimization, model evaluation, regression testing, responsible AI, and enterprise AI governance
- Hands-on experience with multiple commercial or open-source foundation models and associated AI platforms
- Strong Python, SQL, and data analysis skills
- Experience working with Snowflake or a comparable enterprise data platform
- Experience integrating AI outputs into reporting, analytics, or operational workflows
- Ability to optimize AI solutions for operating cost while maintaining required quality and performance
- Strong stakeholder engagement skills and the ability to work iteratively with technical and non-technical teams
- Nice to Haves
- Experience in Contact Centre, Customer Experience, Quality Assurance, or Speech Analytics environments
- Experience developing agent scoring, quality monitoring, sentiment analysis, or conversation intelligence solutions
- Experience with Power BI or comparable enterprise visualization tools
- Experience evaluating solutions across different languages, particularly English and French
- Familiarity with LLM-as-a-Judge, automated evaluation, prompt observability, and AI monitoring tools
- Experience with Retrieval-Augmented Generation architectures
- Experience designing confidence scoring, explainability, and exception-handling approaches for AI-generated assessments
- Airline, travel, hospitality, or customer service industry experience
- Soft Skills
- Strong consultative approach with the ability to understand business goals and translate them into practical AI solutions
- Excellent analytical, problem-solving, and critical-thinking skills
- Comfortable working iteratively in an environment where requirements evolve through testing and stakeholder feedback
- Able to challenge assumptions and use evidence to recommend the best-performing approach
- Strong written and verbal communication skills
- Able to explain complex AI concepts and evaluation results to non-technical audiences
- Collaborative and effective across business, data, architecture, engineering, and analytics teams
- Results-oriented with a focus on measurable quality, operational, and business outcomes
- Detail-oriented, curious, and committed to continuous experimentation and improvement
- Education and Certifications
- Bachelor’s in Computer Science or related field nice to have
- Recommended Certifications Cloud Data Platforms: Snowflake SnowPro Core Certification., AI & Machine Learning: AWS Certified Machine Learning, Google Cloud Professional Machine Learning Engineer, or Microsoft Certified: Azure AI Engineer Associate.
Additional Information
- The resource will work directly with Contact Centre business stakeholders to understand quality monitoring objectives, review existing evaluation criteria, and refine the solution through iterative testing.
- Access will be provided to approved transcript data from actual customer interactions. The resource must follow privacy, security, data governance, and responsible AI requirements when
- handling transcript data and evaluating or changing AI models.
- Model changes involving transcript processing are treated as governance events requiring appropriate privacy consideration.
Additional Requirement
- Our client asks that candidates provide 2 Endorsements/References at the time of application: ( this could be a colleague/manager that worked with you on Recent Projects that relate to this role Ask them to provide a Quick Endorsement - testimonial in point form of your accomplishment / value added) to highlight your skills for this role
Looking for meaningful work? We can help!
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or any other Raise job posting (or have any other questions), please contact us at +1 800-567-9675 or
[email protected].
#WES
