Contact Center Engineer, CS Product Operations

IN THIS ROLE YOU WILL:

• Monitor, review and consistently optimize processes and platform settings, which includes systems integrations and in-house automations.
• Support in the design of new solutions and the selection and maintenance of new platforms or technologies
• Work closely with software vendors to report issues, raise feature requests and influence product roadmap
• Resolve challenging and potentially high impacting technical situations with a high level of tact and understanding
• Assist in the maintenance of documentation related to tool settings, troubleshooting steps and escalation points for all platforms in order to institutionalize operational knowledge.
• Act as a Subject Matter Expert for escalations across the contact center technology stack. This includes investigation, efficiently reporting and constant communication with stakeholders to provide visibility on causes, impact, solutions and estimated resolution times.
• Optimize customer service workflows based on new Hopper products/initiatives and available tools.
• QA new integrations and automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature/systems roll out.
• Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date.
• Utilize Large Language Models (LLMs) to enhance customer interactions by developing and fine-tuning conversational AI solutions for the contact center environment.
• Support the implementation of LLM-based tools and applications to automate routine customer inquiries, improve response accuracy, and optimize agent productivity.
• Collaborate with contact center operations teams to identify opportunities for leveraging LLM technology to streamline processes, reduce handling times, and enhance customer satisfaction.
• Support in evaluating and benchmark the performance of LLM-powered chatbots or virtual assistants, ensuring seamless integration with existing contact center systems and workflows.
• Stay updated with advancements in NLP and conversational AI research, as well as industry best practices in contact center technology and customer service, to drive innovation and maintain competitiveness.
• Contribute to the development of contact center strategies and roadmaps, advocating for the strategic use of LLM technology to deliver exceptional customer service and drive business outcomes.

THE IDEAL CANDIDATE HAS:

• 5 years experience in Contact Center technical role
• The ability to develop scripts for automations (JavaScript, NodeJS, Python)
• A deep understanding of contact center operations and technologies including SaaS architectures, CRM applications, IP telephony and API integrations.
• Working knowledge of voice technologies and architectures (IVR, CTI, SIP/RTP)
• Experience building integrations with REST APIs and low-code platforms like Zapier or Integromat
• Experience with relational databases and SQL
• Proficiency in Tableau (or similar tools like Qlikview, Power BI or Looker)
• Familiar with natural language processing (NLP) techniques, with an understanding of LLM architectures and algorithms.
• Familiarity with popular LLM frameworks and libraries, such as TensorFlow, PyTorch, Hugging Face Transformers, or OpenAI GPT.
• Knowledge of best practices for deploying and managing LLM-based applications in production environments, including scalability, efficiency, and security considerations.
• Continuous learning mindset, staying updated with the latest research advancements and industry trends in LLM development and applications.
• Excellent attention to detail and interest to dive deep, along with the ability to define and implement new automation and processes across platforms and teams.
• The ability to independently and quickly resolve issues, frequently crossing multiple system boundaries. 
• A clear focus on the customer’s needs and providing solutions to their problems, understanding when a simple solution is preferred, and when a more complex approach is appropriate. 
• Strong familiarity with root cause analysis processes, accompanied by excellent problem-solving skills to suggest and/or deploy solutions.
• A drive to collaborate with cross-functional teams in order to improve existing processes by   identifying technology/process gaps and ensuring appropriate documentation and maintenance for all tasks within their area of responsibility.
• Excellent communication skills and a people-centric approach to their workHave previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a backup location