Cxone Engineer Chicago Il Apply
PURPOSE:
Primary role of developing contact center omni channel automation strategies in support of both 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 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 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.
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
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
PREFERRED SKILLS:
CCAAS experience 3+ years
Voice/chat BOT development experience
Omni channel flow development experience
General knowledge of APIs
Large Language Model experience
EDUCATION:
bachelor's degree in computer science or equivalent field
