Contact Center Specialist

Responsibilities

Leadership &Strategy:

• Lead the technical aspects of Contact Center & chatbot projects from conception to deployment.
• Collaborate with stakeholders to define strategy and objectives.
• Mentor and guide the development team to ensure adherence to best practices.

Design & Development:

• Define, develop, and deploy solutions using Sprinklr
• Integrate chatbots with CRM, and other business systems for seamless workflows.
• Ensure chatbot designs are user-centric and aligned with business goals.

Optimization & Maintenance:

• Monitor performance and implement improvements to enhance user experience.
• Debug, troubleshoot, and resolve issues promptly.
• Regularly update to accommodate new features and functionalities.

Collaboration:

• Work closely with product managers, UX/UI designers, and data analysts to ensure chatbot solutions meet user needs.
• Liaise with vendors and platform providers to stay updated on the latest tools and features.

Documentation & Training:

• Maintain comprehensive documentation of technical architecture and configurations.
• Provide training and support to internal teams for chatbot operation and maintenance.

Requirements

Technical Skills:

• Deep expertise with Sprinklr for both chatbot & telephony.
• Experience with APIs, webhooks, and system integrations.
• Familiarity of AI/ML concepts related to Natural Language Processing (NLP).

Professional Experience:

• 7+ years in IT roles, with 3+ years leading technical teams.
• Proven experience in defining, developing, and deploying Contact Center solutions on Sprinkler
• Familiarity of cloud platforms (AWS, Azure, Google Cloud)
• Familiarity with Agile methodologies and project management tools.

Soft Skills:

• Strong problem-solving abilities and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work multiple projects in parallel and deliver within deadlines.

Educational Background:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• Certifications in Sprinklr Platform is a plus.