Job Description

Bangalore Onsite Information Technology Consulting

Key Responsibilities:

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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:

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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