CXOne Engineer

Description:

• 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.

Requirements:

• 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