Job Description
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!
Apply Now