Automation

Role:Automation Engineer

Duration:12 months Location:Remote

Job Description PURPOSE: Primary role of developing contact center omni channel automation strategies. 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 Hyatt 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 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 • CCAAS applications (Nice InContact, CXone, Amelia, Mindtouch, etc) • 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: bachelors degree in computer science or equivalent field

Thanks & Regards, Ramyasree US IT RECRUITER Thought wave Software and Solutions 314 N. Lake St, Suite 6, Aurora IL 60506 Desk: 6302164696 Email:ramyasree@thoughtwavesoft.com LinkedIn: https://www.linkedin.com/in/ramya-sree-kolla-519839221/

A Certified Minority Business Enterprise, Disadvantaged Business Enterprise, SAM.gov, SOC2 & ISO2005, Vendors for: · STATES: IL, PA, TN, AK, OR, CT, GA, VA, ID, IA, UT, FL, MN & CO, · NATIONAL LABS: ARGONNE & FERMI, · COUNTIES: HENNEPIN, MN, FULTON & GA, · PUBLIC SCHOOLS: ATLANTA.