Design and implement AI solutions for back-office contact centers using Dynamics Contact Center solution, including virtual assistants for voice and chat, intelligent routing, and sentiment-aware human centered customer support.
Develop and maintain Natural Language Processing (NLP) models to analyze customer inquiries across voice, chat, email, and social media channels.
Collaborate with customer service, IT, and data analysis teams to identify automation opportunities and improve customer engagement.
Integrate AI capabilities with existing systems such as Microsoft Dynamics Customer Relationship Management (CRM), website and mobile app.
Monitor and optimize AI model performance to ensure high accuracy, responsiveness, and customer satisfaction.
Leverage machine learning to predict customer needs, personalize interactions, and reduce call volumes.
Stay up-to-date with emerging AI technologies and retail trends to continuously enhance our contact center capabilities.
Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the Commission. This documentation shall follow the format and/or templates as instructed by the Commission.
Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
Lead and participate in project team activities for system work efforts related to enterprise systems.
Work independently to accomplish the tasks and duties assigned.
Adhere to and follow all The Commission standards, policies, and procedures.
Utilize various software and/or technology tools to perform job duties.
Perform tasks and other duties as related to this position and role and assigned by the Commission.
Preferred Qualifications
Experience with voice AI and speech-to-text technologies.
Knowledge of customer journey analytics and personalization engines.
Understanding of omnichannel retail strategies and customer behavior.
Experience with real-time data processing and streaming platforms (e.g., Kafka, Spark).
Familiarity with other contact center platforms and tools (e.g., Zendesk, Salesforce Service Cloud, Amazon Connect).
Additional beneficial skills include:
Enterprise Business Solutions, specifically SAP projects.
ITIL / ITSM practices and methodologies.
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