AI-Driven Contact Center Specialist
1 week ago
We are seeking a highly skilled and experienced AI-Driven Contact Center Specialist to join our team at Quantiphi. As an AI-Driven Contact Center Specialist, you will play a critical role in designing and developing comprehensive contact center solutions that meet the unique needs of our clients.
The ideal candidate will have a strong understanding of industry-leading technologies and platforms, including Cloud-based CCaaS platforms, cloud-based infrastructure and platforms (AWS, Azure, GCP), and integration technologies (APIs, web services, messaging, CMS, Ticketing systems, Back office applications).
You will be responsible for:
- Solution Architecture: Design and develop comprehensive CCaaS solutions that meet the unique needs of our clients.
- Technical Leadership: Provide technical guidance and mentorship to project teams, ensuring adherence to best practices and standards.
- Integration: Integrate CCaaS solutions with other enterprise systems and applications, such as CRM, ERP, and BI tools.
The successful candidate will have:
- Experience in designing and implementing contact center solutions.
- A strong understanding and experience with building IVR systems with Cloud based CCaaS platforms: Google CCAI Platform, Genesys Cloud, Amazon Connect, Five9, Cisco, Avaya.
- Expertise in cloud-based infrastructure and platforms (AWS, Azure, GCP).
- Experience with integration technologies (APIs, web services, messaging, CMS, Ticketing systems, Back office applications).
- A deep understanding of concepts like Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), and Call routing, Queues, RTI, Queue management, skill-based routing, and escalation paths.
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