JobRialto
Automation Developer - Contact Center Information Technology
JobRialto, Chicago, Illinois, United States, 60290
PURPOSE:
Primary role of developing contact center omni channel automation strategies.
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 Client's 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:
bachelors degree in computer science or equivalent field
Education:
Bachelors Degree
Primary role of developing contact center omni channel automation strategies.
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 Client's 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:
bachelors degree in computer science or equivalent field
Education:
Bachelors Degree