Contact Center Lead - Remote Customer Experience Management with AI, Gen AI, and Google CCAI Cloud Expertise

About Us

At Workwarp, we're revolutionizing the way businesses interact with their customers through cutting-edge technology and innovative solutions. As a global leader in customer experience management, we're committed to delivering exceptional service and support to our clients and their customers. We're seeking a highly skilled and experienced Contact Center Lead to join our team remotely and drive the success of our customer experience initiatives.

Job Summary

We're looking for a seasoned Contact Center Lead to oversee the development and implementation of our customer experience strategies, leveraging expertise in AI, Gen AI, and Google CCAI Cloud technology. As a Contact Center Lead, you will play a critical role in designing and delivering comprehensive test plans, developing and executing Gen AI-based use cases, and collaborating with cross-functional teams to ensure the quality and reliability of our applications. If you're passionate about customer experience, AI, and technology, we want to hear from you!

Key Responsibilities

• Design, develop, and execute comprehensive test plans to ensure the quality and reliability of applications built on the Google CCAI Cloud platform
• Develop and implement Gen AI-based use cases across various areas, including:
  • Omni-channel solution & automation process
  • Conversational AI
  • Quality management
  • Agent performance
  • Workforce management
  • Digital deflection
  • Customer journey & intent prediction
  • Speech analytics
  • Cognitive services – voice & chatbot
  • Survey tools & knowledge management
• Collaborate with cross-functional teams, including development, product management, and operations, to understand product requirements and design comprehensive test plans
• Identify, document, and track deliverables, working closely with stakeholders to resolve any issues in a timely manner
• Participate in design and architecture discussions to provide input on GEN AI use cases and performance
• Collaborate with the customer support team to reproduce and validate reported issues, ensuring prompt resolution
• Contribute to the creation and maintenance of cost-effective GEN AI solutions for clients
• Stay up-to-date with industry best practices and emerging trends in software quality assurance and Genesys CX Cloud technology

Essential Qualifications

• Bachelor's degree or foreign equivalent required from an accredited institution
• At least 4 years of information technology experience, with a strong background in GEN AI, MLops, deep learning, NLP, and predictive models
• Strong experience with Genesys CX Cloud platform, Google CCAI-P, AppFoundry, and 3rd party integration, including setup, configuration, and troubleshooting
• Solid understanding of software development methodologies, QA processes, and defect lifecycle
• Excellent problem-solving skills and attention to detail
• Strong communication skills, both written and verbal
• Ability to work effectively in a collaborative team environment

Preferred Qualifications

• Proficiency in AI, ML, NLP, Gen AI, LLMs, statistical & mathematical models, econometrics, model monitoring, and predictive models using Python
• Experience with Agile/Scrum development methodologies
• Familiarity with cloud-based technologies and platforms, including Google CCAI Cloud

Career Growth Opportunities and Learning Benefits

At Workwarp, we're committed to the growth and development of our employees. As a Contact Center Lead, you'll have access to:

• Comprehensive training and onboarding programs
• Ongoing learning and development opportunities, including industry conferences and workshops
• Mentorship and coaching from experienced professionals
• Career advancement opportunities within the company

Work Environment and Company Culture

At Workwarp, we pride ourselves on a collaborative and dynamic work environment that encourages innovation, creativity, and teamwork. As a remote employee, you'll have the flexibility to work from anywhere and enjoy:

• Competitive salary and benefits package
• Flexible work arrangements, including remote work options
• Opportunities for professional growth and development
• A diverse and inclusive work environment that values different perspectives and experiences

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive salary range: $73,000 to $102,200 per annum, depending on location and experience
• Medical, dental, vision, and life insurance
• Long-term and short-term disability
• Health and dependent care reimbursement accounts
• 401(k) plan and contributions dependent on salary level
• Paid holidays and paid time off

Conclusion

If you're a motivated and experienced professional looking for a new challenge in customer experience management, AI, and technology, we encourage you to apply for this exciting opportunity. As a Contact Center Lead at Workwarp, you'll have the chance to make a real impact on our clients and their customers, while growing your skills and career in a dynamic and innovative company. Don't miss out on this opportunity – apply now!