Product Specialist - Contact Center Automation and AI
About This Role
What you'll do:
-
Product Strategy & Roadmap
- Support in developing and executing product strategies and roadmaps focused on improving contact center operations.
- Identify opportunities for implementing AI, chatbots, and automation to enhance customer support and experience.
-
Customer Experience Enhancement
- Collaborate with cross-functional teams to design and optimize customer journeys within contact centers.
- Utilize data-driven insights to drive continuous improvement in customer experience and support processes.
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Automation and AI Implementation
- Lead the integration and deployment of AI technologies, including large language models (LLMs) and chatbots, to streamline contact center workflows.
- Oversee the development and implementation of automation solutions to increase efficiency and reduce operational costs.
-
CRM and CLM Strategies
- Work closely with the CLM team to implement and manage CRM and CLM strategies to ensure effective customer relationship management and lifecycle management.
- Utilize advanced analytics to monitor and improve customer interactions and satisfaction levels.
-
Technical Proficiency
- Demonstrate expertise in using Genesys Cloud or Twilio Flex platforms for contact center management.
- Collaborate with technical teams to ensure seamless integration of automation tools and AI solutions.
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Stakeholder Management
- Communicate effectively with senior management, stakeholders, and the recruitment team to align on product goals and objectives.
- Provide regular updates on product development progress, challenges, and opportunities.
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