Contact Center Implementation

7 days ago

Taguig, National Capital Region, Philippines Millennium Technology Services Full time

Responsibilities

  • Develop advanced automation & self-service for digital and voice channels per specifications.
  • Utilize Large Language Models (LLM) in support of building guest facing applications.
  • Work closely with Contact Center IT staff ensuring seamless integration between legacy IVR/Chat flows and self-service BOT flows.
  • Build/support API integrations between BOT and backend systems
  • Participate in planning and design sessions with various cross-functional teams
  • Create and maintain necessary system documentation along with following Client change control best practices.

Qualifications

  • Self-service omni channel (voice & chat) configuration experience.
  • Contact IVR routing and omni channel flow development
  • Integration between 3rd party applications and backend systems
  • Artificial intelligence and large language models
  • Good experience with CXOne and CCAAS application
  • Strong interpersonal and oral communication skills
  • Highly self-motivated and directed
  • Proven analytical and problem-solving abilities
  • Strong customer service orientation
  • Ability to maintain collaborative relationships across diverse business units
  • CCAAS experience – 3+ years
  • Voice/chat BOT development experience
  • Omni channel flow development experience
  • General knowledge of APIs
  • Large Language Model experience

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