| Contact Center Agent Assist Architect - Malvern, PA at Malvern, Pennsylvania, USA |
| Email: [email protected] |
| From: Justin Davis, GAC Solutions [email protected] Reply to: [email protected] Hi, I hope you're doing well! Role Name: Contact Center Agent Assist Architect Location: MALVERN, PA - Onsite Contract - Long term JOB DESCRIPTION: Job Title: Enterprise Architect for Contact Center Agent Assist on AWS Full Stack Summary: We are seeking a highly skilled Enterprise Architect to design and implement a Contact Center Agent Assist solution using AWS Full Stack technologies. This role focuses on leveraging AI, cloud infrastructure, and full stack development to optimize agent performance and enhance business communication across customer service channels. The architect will ensure seamless integration with contact center systems to improve agent efficiency, streamline customer interactions, and drive operational excellence. Key Responsibilities: Architectural Design: Develop a scalable, secure Agent Assist platform for contact centers using AWS services (e.g., Lambda, API Gateway, DynamoDB), enhancing communication between agents and customers. AI Integration: Implement AI/ML models for real-time agent assistance, natural language processing (NLP), and intelligent call routing to improve agent-customer conversations. Full Stack Development: Lead development using Node.js, Angular, and Python to enhance agent workflows, interaction history tracking, and communication channels. Business Communication Optimization: Collaborate with contact center managers, business leaders, and stakeholders to align architectural designs with communication needs, ensuring seamless integration of voice, chat, email, and social channels. System Performance & Scalability: Optimize the platform for real-time support in high-volume contact centers, ensuring high availability and quick response times in customer-agent interactions. Security & Compliance: Ensure robust data security, privacy, and compliance with industry regulations (e.g., GDPR, PCI-DSS), including safeguarding call recordings and customer communication data. Qualifications: 10+ years of experience in enterprise architecture, focusing on cloud-based solutions and contact center technologies. 5+ years of experience with AWS Full Stack services (Lambda, ECS, DynamoDB) and integrating AI/ML for Agent Assist solutions. Expertise in full stack development (Node.js, Angular, Python) and microservices, specifically in the context of improving customer-agent communication. Experience with contact center platforms such as Kore.ai and business communication tools (e.g., real-time messaging, IVR, and call routing). Strong knowledge of cloud security, data privacy, and compliance standards in contact centers. Ability to communicate complex technical concepts to non-technical stakeholders. Thanks, Justin Davis Sr Technical Recruiter E: [email protected] Keywords: artificial intelligence machine learning javascript Pennsylvania Contact Center Agent Assist Architect - Malvern, PA [email protected] |
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| Mon Oct 21 22:15:00 UTC 2024 |