CCAI Process Improvement Specialist
Job Posting for CCAI Process Improvement Specialist at GFiber
At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We're not just growing to build better internet experiences, we're also building a welcoming place where people who want to make a difference can grow their careers.
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.
Role Description:
The CCAI Operations Specialist is responsible for leading and managing the implementation of CCAI technology into our Contact Center Environment. This is a fast paced, and dynamic role in which you will leverage your strong problem-solving, and analytical skills. This role is an independent contributor however will work closely with cross functional teams.
Responsibilities:
- Identify and implement best practices for integrating CCAI conversational solutions with GFiber existing contact center software, establishing a framework for human agent assistance, and implementing solutions securely and at scale
- Monitors CCAI system operations and assists in troubleshooting problems; acts as liaison between the Genesys/CCAI Platform team and the Contact Operations team
- Analyze and identify opportunities to further elevate and optimize customer and live agents' experiences by using all elements of the CCAI framework (Dialogue flow, Agent assist, Insights)
- Identify and ensure adherence of key CCAI aspects such as security and compliance in the context of contact centers
Minimum Qualifications:
- Bachelor's degree in Business, information technology, or a related field.
- 8 years of experience in contact center operations.
- Experience working in the Internet Service Provider industry.
- Prior work experience with the use of AI technologies.
- Experience working with Outsourced Contact Centers
Preferred Qualifications:
- Experience with machine learning and Natural Language Processing.
- Experience with Genesys IVR/Genesys Pure Cloud Platform
- Experience with manipulating spreadsheets and dashboards
- Strong presentation skills
- Proven ability to lead by influence
The US base salary range for this full-time position is between $136K - $198K bonus equity benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).
It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.
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