Contact Center Specialist
Insight GlobalPittsburgh, PA, US8 hours ago
Job type
- Full-time
Job descriptionExperience in developing and deploying conversational agents using at least one of the following : Five9 Studio 7 (or Inference Studio) OR Genesys Cloud Developer / Architect (for bot flows and integrations) Experience with Conversational AI concepts such as Intent Classification, Entity Recognition, Dialog Management, and leveraging pre-built or custom NLU / NLP engines Design and Development : Design, develop, and maintain conversational flows for voicebots (IVAs) and chatbots primarily within Five9 Studio 7 and Genesys Cloud Developer (Architect) environments. Conversational AI Logic : Implement sophisticated Natural Language Understanding (NLU) and Natural Language Processing (NLP) models to ensure high accuracy in voicebot and chatbot understanding of customer intent and entities. System Integration : Integrate conversational agents with backend enterprise systems, databases, and APIs to fulfill customer requests (e.g., account lookups, transactions). Testing and Optimization : Conduct rigorous testing, performance monitoring, and iterative optimization of bot flows, dialogs, and NLU models to improve containment rates and customer satisfaction. Documentation : Create and maintain comprehensive documentation for all agent flows, technical configurations, and integration points. Collaboration : Work closely with business analysts, UX designers, and contact center operations teams to translate business requirements into effective self-service solutions.
Pittsburgh, PA - Contract to hire!
hybrid 2x / week
Must-Haves :
- Bachelor's degree in computer science, mathematics, development, or related
- 3-5 years of experience in contact center IT development :
- inbound / outbound call routing, IVR, omni-channel concepts, and agent desktop applications
- Familiarity with CTI principles and experience integrating conversational platforms with telecommunications infrastructure or CRM systems
- Understanding of voicebot and chatbot design principles
- Experience with Cloud Platforms (AWS or Azure)
Nice-to-Have :
Day-to-Day :
Insight Global is seeking an analyst to join an innovative team to design, build, and deploy next-generation Interactive Voice Agents (IVAs) and chatbots using industry-leading contact center platforms. He / She will be a key player in automating customer service interactions, driving efficiency, and enhancing the overall customer experience.
Key Responsibilities
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Contact Center Specialist • Pittsburgh, PA, US
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