Job Description

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 bothNorth 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 withanalytics & 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 fordigital 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 andbackend systems
• Participate in planning and design sessions with various cross-functionalteams
• Create and maintain necessary system documentation along with followingchange 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 PeopleCaddie

Job Tags

Shift work,

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