Manager - MCI Contact Center AI & Copilot
Contact Center AI & Copilot Engineer - Voice / CCaaS
The role is a client-facing position focused on designing, building, and improving modern contact center experiences using AI, voice, and CCaaS technologies. This includes Copilot Studio, Dynamics 365 Contact Center, Genesys Cloud, Cisco Webex Contact Center, and related CRM and backend integrations. You’ll work closely with architects and delivery teams to create scalable, secure, and practical solutions that improve both customer and agent experiences.
You’re expected to think critically, ask questions, and figure things out. You’ll solve real business problems across voice, chat, and digital channels, translate business needs into technical solutions, and challenge assumptions when needed. This role is ideal for someone who is curious, positive, hands-on, and motivated to keep learning as AI-first contact center technology evolves.
Responsibilities
- Build and deploy AI agents using Copilot Studio for chat and voice experiences.
- Design call flows, IVRs, queues, and intelligent routing experiences across modern contact center platforms.
- Support pursuit and solution development activities by providing technical input, estimates, demos, and subject matter perspective for contact center AI and Copilot opportunities.
- Configure and support contact center solutions using Dynamics 365 Contact Center, Genesys Cloud, Cisco Webex Contact Center, and related CCaaS platforms.
- Integrate contact center platforms with CRM systems, backend applications, APIs, and data sources.
- Troubleshoot complex issues across voice, chat, email, SMS, and digital channels.
- Improve agent and customer experiences using automation, AI assist, knowledge access, and workflow optimization.
- Translate business needs into technical solutions and challenge requirements when a simpler or better approach is available.
- Test voice, routing, agent assist, and omnichannel experiences from an end-user and support perspective.
- Validate application behavior, permissions, data access, and integration performance across environments.
- Create and maintain documentation, including call flow designs, configuration notes, test scripts, support guides, and solution overviews.
- Continuously test, learn, and optimize solutions based on real usage, client feedback, and platform capabilities.
Required Qualifications
- 4+ years of experience supporting contact center, CRM, Microsoft 365, Power Platform, or enterprise technology solutions.
- Hands-on experience with one or more contact center platforms, such as Dynamics 365 Contact Center, Genesys Cloud, or Cisco Webex Contact Center.
- Experience designing or supporting IVRs, call flows, routing logic, queues, escalation paths, or omnichannel service experiences.
- Working knowledge of voice/telephony concepts such as SIP, call routing, numbers, queues, IVR, and agent availability.
- Experience translating business requirements into technical designs, configurations, test plans, or implementation tasks.
- Strong client-facing communication skills and ability to work across business, technical, and delivery teams.
- Ability to troubleshoot complex issues across systems, integrations, permissions, and user experience layers.
Preferred Qualifications
- Experience with Copilot Studio, conversational AI, AI agents, or voice-enabled automation.
- Experience with Power Platform, including Power Automate and Dataverse.
- Experience integrating CRM, contact center, and backend systems through APIs or middleware.
- Familiarity with Azure services, identity, security, permissions, and data access concepts.
- Experience with reporting, analytics, quality management, or workforce optimization in contact center environments.
- Experience in consulting, managed services, or client delivery environments.
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at .
At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $107,000 - $214,500
Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
