PeopleCaddie
Automation Developer - Contact Center Information Technology
PeopleCaddie, Chicago, Illinois, United States, 60290
Job Description:
Automation Developer - Contact Center Information Technology
***NEW EXCITING ROLE***
Automation Developer - Contact Center Information Technology
100% Remote
$45 / HR
Global Hospitality Company
PURPOSE:
Primary role of developing contact center omni channel automation strategies in support of both North American Global Property & Guest Services as well and international centers in an advisory role. Specific emphasis on defining, developing and implementation of AI driven omni channel self-service experiences within the CXone environment.
In conjunction with analytics & reporting team review guest intents determining use cases to self-serve guest inquiries and/or shift inquiries to most efficient least cost channel.
Partner closely with various teams including digital, reporting/analytics and contact center strategy to integrate automation models into existing applications.
POSITION 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 change control best practices.
EXPERIENCE AND 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
• CCAAS applications (Nice InContact, CXone, Amelia, Mindtouch, etc)
• 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
PREFERRED SKILLS:
• CCAAS experience - 3+ years
• Voice/chat BOT development experience
• Omni channel flow development experience
• General knowledge of APIs
• Large Language Model experience
EDUCATION:
bachelor's degree in computer science or equivalent field
#PCIT #LI-Remote
Automation Developer - Contact Center Information Technology
***NEW EXCITING ROLE***
Automation Developer - Contact Center Information Technology
100% Remote
$45 / HR
Global Hospitality Company
PURPOSE:
Primary role of developing contact center omni channel automation strategies in support of both North American Global Property & Guest Services as well and international centers in an advisory role. Specific emphasis on defining, developing and implementation of AI driven omni channel self-service experiences within the CXone environment.
In conjunction with analytics & reporting team review guest intents determining use cases to self-serve guest inquiries and/or shift inquiries to most efficient least cost channel.
Partner closely with various teams including digital, reporting/analytics and contact center strategy to integrate automation models into existing applications.
POSITION 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 change control best practices.
EXPERIENCE AND 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
• CCAAS applications (Nice InContact, CXone, Amelia, Mindtouch, etc)
• 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
PREFERRED SKILLS:
• CCAAS experience - 3+ years
• Voice/chat BOT development experience
• Omni channel flow development experience
• General knowledge of APIs
• Large Language Model experience
EDUCATION:
bachelor's degree in computer science or equivalent field
#PCIT #LI-Remote