| IVR Automation Developer || Chicago, IL || Remote at Chicago, Illinois, USA |
| Email: [email protected] |
| From: Jitendra Chauhan, GVR Infotek [email protected] Reply to: [email protected] Job Description - IVR Automation Developer Client: Hyatt Location: Chicago, IL (Remote) Duration: 18 + Month Interview: Virtual Visa: USC/GC/GCEAD/H4EAD Must Have: Need only local to Chicago candidate on this Job title: Automation Developer - Contact Center Information Technology Must have Artificial Chat Bot Virtual Assistance experience NIce/Amelia https://www.nice.com/resources/cxone-smartassist-by-amelia IVR PURPOSE: Primary role of developing contact center omni channel automation strategies in support of both Hyatt 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 Hyatt 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 Hyatt 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 Hyatt backend systems Participate in planning and design sessions with various cross-functional Hyatt teams Create and maintain necessary system documentation along with following Hyatt 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 Keywords: artificial intelligence information technology green card Illinois IVR Automation Developer || Chicago, IL || Remote [email protected] |
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| Thu Sep 12 19:54:00 UTC 2024 |