We're looking for a Technical Consultant to join our team!
Job Type: Full-time, Permanent.
Reporting to: This role reports to the Head of CX Shared Services.
As a Technical Consultant focusing on AI Agents, Digital, and Voice, you will play a pivotal role in driving transformation projects within contact centres. You will leverage your expertise in omni-channel conversational AI platforms to design, develop, and implement solutions that enhance customer experience and operational efficiency.
Key responsibilities:
- Omni-Channel Conversational AI Expertise: Utilise your experience with platforms such as Omilia OCP, Ultimate AI, or equivalent to deliver robust AI solutions.
- Conversational Design: Focus on human-centricity by creating sample dialogues, designing flowcharts, conducting user testing, and managing hand-overs. Ensure that the conversational flow is intuitive and provides a positive user experience.
- Conversational AI Development: Develop and optimise conversational AI systems, ensuring they meet business requirements and user expectations.
- ROI Mapping and Data Analysis: Analyse data from AI platforms to map ROI and deliver actionable insights that drive business value.
- Contact Centre Transformation: Apply your understanding of contact centres to consult on and implement transformation projects, enhancing overall performance and customer satisfaction.
- Proactive AI Agents: Develop and implement AI agents that can anticipate customer needs and provide proactive solutions.
- Emotional Intelligence in AI: Integrate emotional intelligence into AI agents to improve customer interactions and satisfaction.
- Multimodal Capabilities: Design AI solutions that can handle multiple forms of input (e.g., text, voice, images) to provide a seamless customer experience.
Qualifications:
- Proven experience with omni-channel conversational AI platforms (e.g., Omilia OCP, Ultimate AI).
- Strong background in conversational design, including dialogue creation, flowchart design, user testing, and hand-overs.
- In-depth understanding of developing and optimising conversational AI systems.
- Ability to map ROI and deliver insights based on data analysis from AI platforms.
- Experience in consulting or involvement in contact centre transformation projects.
- Technical Skills: Proficiency in REST APIs, JSON, and Postman for testing and developing API integrations.
- Data Analytics Skills: Proficiency in data analysis to extract insights and drive decision-making.
- AI Ethics and Transparency: Understanding of ethical considerations and transparency in AI decision-making.
Nice to have:
- Certification from the Conversational Design Institute as a Conversational Designer.
- Familiarity with Zendesk and NICE CXone platforms.
- Experience with Generative AI: Knowledge of generative AI technologies and their application in creating personalised customer experiences.
- Knowledge of Edge Computing: Understanding of edge computing and its role in enhancing AI performance and reducing latency.
We are offering;
- Competitive salary – based on experience
- Holidays - 25 days per annum (rising in years 3 and 5 to a max of 30)
- Benefits package:
Pension scheme starting at 5% employee plus 4% employer - scaling to 9% plus 8% on a matched basis
Private healthcare with option to add family members
Worldwide Travel Insurance (with Health Insurance)
Income protection scheme (75% of salary for 5 years)
Life cover at four times salary
Employee assistance scheme
Employee discount programme
Cycle to work scheme
- Opportunity to work on innovative, secure contact centre solutions
- Collaborative and innovative work environment with a strong focus on security
- Professional development and learning opportunities, including security certifications
This role reports to the Head of CX Shared Services and does not include direct line management responsibilities. The ideal candidate will be a technical contributor who can support initiatives, collaborate with team members, and contribute to the overall success and security of our projects and client relationships.
