This job has closed.

HCA Healthcare · 1 month ago

Staff AI Engineer - Contact Center AI

United States

Full-time

Remote

Lead/Staff

5+ years exp

HCA Healthcare is focused on redefining patient care through digital transformation and innovation. As a Staff AI Engineer, you will lead the design and deployment of AI-powered customer experience solutions, leveraging Genesys Cloud CX and modern Generative AI technologies to enhance patient and agent experiences.

PaymentsBiotechnologyHealthcareHospitalBillingHealth CareMedicalPrimary and Urgent Care

No H1B

Responsibilities

Design, develop, and implement AI-powered contact center solutions with a focus on Genesys Cloud CX and conversational AI

Build and deploy intelligent virtual agents, voice bots, chatbots, and AI assistants to improve patient and agent experiences

Integrate Generative AI and Agentic AI capabilities into call center workflows including IVR automation, call summarization, agent assist, routing optimization, and self-service experiences

Collaborate with contact center operations teams and business stakeholders to translate operational requirements into scalable AI solutions

Optimize customer journeys, conversational flows, and automation strategies to improve containment rates, call resolution, and customer satisfaction

Provide technical leadership and mentorship to engineering team members

Evaluate emerging contact center AI technologies and recommend improvements to architecture and operational processes

Partner with cross-functional teams across IT, digital transformation, operations, and enterprise product teams

Qualification

Genesys Cloud CXGenesys EngageGenerative AI technologiesLarge Language Models (LLMs)Conversational AI platformsAgentic AI frameworksAzureGoogle Cloud Platform (GCP)Contact center operationsCall flowsRouting strategiesCustomer experience optimization

Required

5+ years of experience in software engineering, contact center technology, or AI/automation engineering

1+ years of hands-on experience with Genesys Cloud CX, Genesys Engage, or similar CCaaS/contact center platforms

Hands-on experience with Generative AI technologies, LLMs, conversational AI platforms, or Agentic AI frameworks

Experience with cloud platforms such as Azure or GCP

Strong understanding of contact center operations, call flows, routing strategies, workforce challenges, and customer experience optimization

Preferred

Experience with healthcare contact center environments

Familiarity with platforms such as Dialogflow, Amazon Lex, Vertex AI, OpenAI APIs, or similar AI technologies

Benefits

Remote (U.S. Only) - M-F, 8am – 5pm - Central Time

Company

HCA Healthcare

Glassdoor3.2

Provider of hospitals and healthcare services.

Founded in 1968

Nashville, Tennessee, USA

10001+ employees

https://hcahealthcare.com/

Funding

Current Stage

Public Company

Total Funding

$11.51B

2026-04-30Post Ipo Debt· $3B

2025-10-31Post Ipo Debt· $3.25B

2025-02-24Post Ipo Debt· $5.25B

Leadership Team

Gary Sekulski

Chairman, President and CEO

Nicholas Manning

Chief Executive Officer

Recent News

Modern Healthcare

Employers retreat from GLP-1 weight-loss drug coverage

2026-09-03

Modern Healthcare

Behind the growing power of No Surprises Act arbitrators

2026-09-03

Bizjournals.com Feed (2025-11-12 15:43:17)

HCA sells behavioral health hospital to New York company for $25M

2026-09-03

Company data provided by crunchbase