Cx1 Engineer

Key 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 Client change control best practices.  

Skills/Experience:

• 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