Conversational AI Engineer at Geotab

Who we are: Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Join our talent network to learn more about job opportunities and company news. Who you are: We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Conversational AI Engineer who will design, build, and optimize intelligent AI agents to enhance user interactions across all touchpoints, from chatbots to virtual assistants. If you love technology, and are keen to join an industry leader — we would love to hear from you! What you'll do: As a Conversational AI Engineer your key area of responsibility will be to design, build, and optimize intelligent AI agents to enhance user interactions across all touchpoints, from chatbots to virtual assistants. This role blends user experience (UX) principles with deep expertise in Natural Language Processing (NLP) and Large Language Models (LLMs). You'll be central to configuring and maintaining our Google Cloud Contact Center AI (CCAI) Platform, including Dialogflow CX, Agent Assist, and CCAI Insights, ensuring seamless self-service and improved live agent support through effective backend integrations and continuous optimization. The successful candidate will also be able to manage multiple timelines and contrasting priorities to ensure timely results. How you'll make an impact: • Design, develop, and maintain complex Dialogflow CX agents, including conversational flows, intents, entities, and fulfillment logic. • Craft clear, concise conversational scripts, optimizing for Natural Language Understanding (NLU) and robust error handling. • Configure and manage the Google Cloud Contact Center AI (CCAI) Platform for both voice and chat. • Set up features like call routing and Agent Assist. • Enhance and optimize existing AI Search tools (formerly Agent Builder). • Integrate AI solutions with diverse datasets and curated datastores (e.g., Drives, GCP Buckets, BigQuery, APIs) for efficient data ingestion, indexing, and retrieval. • Create and enhance AI playbooks to guide interactions and automate responses, leveraging customer feedback to drive improvements. • Connect CCAI and Dialogflow CX with critical backend systems, including Salesforce, Jira, Dynamics, and homegrown solutions, via APIs. • Establish best practices for agent health and performance, focusing on minimizing conversation friction and ensuring high AI accuracy. • Conduct user research and analyze interaction data (e.g., chat logs) to identify pain points and drive continuous improvement. What you'll bring to the role: • Proven experience with Google Dialogflow CX, Vertex AI, and Google Cloud Contact Center AI (CCAI). • Strong understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and Large Language Models (LLMs). • Proficiency in utilizing APIs for integrating AI components with various systems and data sources (e.g., GCP Buckets, BigQuery). • Familiarity with tools for creating flowcharts, wireframes, and prototypes (e.g., Figma, Miro). • Ability to interpret conversational analytics (e.g., containment rates, deflection rates). If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply. Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees. This posting is for an existing vacancy. Why job seekers choose Geotab: Flex working arrangements Home office reimbursement program Baby bonus & parental leave top up program Online learning and networking opportunities Electric vehicle purchase incentive program Competitive medical and dental benefits Retirement savings program *The above are offered to full-time permanent employees only How we work: At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at [Upgrade to PRO to see contact]. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to read our Privacy Notice. The annual base salary for this position is the expected annual salary for this role, and may be subject to change. Geotab offers various perks and benefits and other compensation components that an individual may be eligible for. The actual base salary for this position depends on a variety of factors such as but not limited to skills, qualifications, education and overall experience, including the location the applicant lives while performing the job. This also includes equity with other team members and alignment with local market data. All offers of employment are contingent upon proof of eligibility to work and the individual's ability to pass a background check. Hiring Range$83,100—$102,700 CAD