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Quick Apply
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Promoted
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Architecte technique senior (centre de contact IA)
BellMississauga, Ontario
30+ days ago
Job type
Full-time
Job description
Principales responsabilités
Conception et documentation de solutions pour centres de contacts, y compris l’intégration à d’autres produits connus du secteur notamment Genesys, NICE, AWS et / ou Google.
L'architecte superviserait la livraison des solutions pour centre de contacts de type CCaaS, tels que le langage naturel (NLU / NLP), le robot conversationnel (IA – robots de clavardage / robots vocaux), la gestion de la force de travail (WFM), la surveillance de la force de travail (WFO) et / ou la solution RVI libre-service avec technologies d'acheminement des appels, etc.
Soutenir l’équipe de développement et d’intégration au sein de notre modèle de livraison, qui comprend des activités telles que calibrer la taille des solutions, la configuration et l’intégration de
solutions de centre de contacts.
Superviser et participer à l’analyse fonctionnelle / technique.
Fournit des estimations de faisabilité et d'efforts.
Collaborer étroitement avec les équipes Ventes et Gestion de projets.
Planifie les étapes de livraison des solutions, les phases de déploiement, les lignes directrices en matière d'assurance qualité et identifie les membres de l'équipe de livraison.
Soutenir l’équipe d’intégration pour assurer la livraison.
Qualifications essentielles
Connaissance de la solution Genesys Cloud ainsi que ses modules AI
Solide connaissance des centres de contacts et des solutions & produits parmi un ou plusieurs des éditeurs suivants : Genesys, NICE, AWS et / ou Google.
Expérience en conception de solution lié à l’intelligence artificielle ayant comme focus les centres de contacts.
Connaissance des différents modes d’utilisation de ressource AI (Point de terminaison privé / publique) et des impacts financiers et opérationnelles de ceux-ci.
Expérience en matière de livraison de solutions infonuagiques est un atout (Amazon Connect, Twillio, Google).
Souplesse, mobilité et désir de travailler sur différents types de projets centre de contacts (conception, développement, intégration et configuration) et pour lesquels le télétravail est possible.
Solides aptitudes pour le service à la clientèle et expérience de travail dont la capacité de travailler directement avec les clients.
Programmation est un atout.
Expérience en informatique ou en ingénierie.
Expérience en développement de logiciels et en intégration de systèmes.
Systèmes de bases de données, lacs de données et entrepôts de données.
Anglais & Français, parlé et écrit.
Autorisation de sécurité pour le gouvernement fédéral