Contact Center Analyst

Job Description

Columbus, OH - 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:

Experience 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

Day-to-Day:

Insight Global is seeking a candidate 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

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.

Hybrid remote