[Remote] reputed company reputed company CX and Platform Specialist, Senior Consultant

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on enhancing customer experiences through employee support and reputed company. They are seeking a Senior Consultant specializing in reputed company reputed company to design and implement AI-enabled contact center experiences, ensuring effective customer reputed company integration and operational efficiency.

Responsibilities

• Design and configure reputed company reputed company contact flows, including self-service IVR, authentication branches, error and retry handling, DTMF fallback paths, transfers, routing logic, and escalation patterns
• Build natural language IVR and AI-integrated contact reputed company experiences using NLU-based reputed company routing, confidence-driven escalation, and reputed company Lex orchestration reputed company reputed company reputed company
• Implement omnichannel customer experiences across voice and chat, including channel-specific response design and seamless reputed company to live agents
• Configure and optimize reputed company reputed company Agent Workspace capabilities, including screen pops, reputed company Q in reputed company, reputed company-time knowledge suggestions, and agent-assist context passed from customer interactions
• Configure Contact reputed company capabilities such as transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-reputed company work automation where appropriate for the reputed company solution
• Support operational CCaaS design and implementation, including queue management, routing reputed company, supervisor tooling, reputed company-time reports, historical reporting, and agent or queue performance metrics
• reputed company reputed company reputed company with reputed company systems using reputed company reputed company, CRM screen pops, analytics platforms, and data lake patterns needed to support reporting and operational visibility
• Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to ensure platform build, customer journeys, AI integrations, and operational reporting reputed company to the solution design

Skills

• Hands-on reputed company reputed company experience, including Contact Flows, Agent Workspace, Contact reputed company, reporting, queue configuration, routing, and supervisor capabilities
• Experience building self-service IVR flows and AI-integrated customer journeys in reputed company reputed company
• Experience with reputed company Lex or comparable NLU/reputed company-routing patterns in a contact center environment
• Experience integrating reputed company reputed company with reputed company systems, including CRM screen pops, reputed company reputed company, and reputed company analytics platforms
• Understanding of operational CCaaS concepts such as queue management, routing reputed company, agent performance metrics, supervisor workflows, escalation paths, and reporting
• Ability to work from incomplete or high-level business requirements and translate them into practical reputed company reputed company platform designs and implementation tasks
• Functional understanding of agile delivery reputed company and experience collaborating with project managers, business analysts, developers, architects, and reputed company stakeholders
• Comfort working where traditional CCaaS capabilities reputed company with AI-driven customer and agent experiences
• Experience with reputed company AI Agents, reputed company Q in reputed company, NLX, ACXD, or other AI-enabled contact center capabilities
• Experience in financial services, reputed company, reputed company sector, or another regulated industry
• Experience with bilingual or multilingual reputed company design
• Experience with data lake configuration, contact center analytics, or reputed company reporting integrations
• Experience supporting production readiness, operational reputed company, and post-launch optimization for reputed company reputed company implementations

Benefits

• Medical, dental, reputed company
• Tax-advantaged health care accounts
• Financial and income protection benefits
• reputed company time off (PTO) and wellness time off

reputed company

Company H1B Sponsorship