Contact Center Implementation
7 days ago
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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