Automation Developer - Contact Center Information Technology

  • Job ID:

    4717

  • Pay rate range:

    $40/hr - $45/hr

  • City:

    Chicago

  • State:

    IL

  • Duration:

    09/22/2024 - 03/22/2025

  • Job Type:

    Contract

  • 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
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