Product Specialist - Contact Center Automation and AI

Product Strategy & Roadmap

• Support in developing and executing product strategies and roadmaps focused on improving contact center operations.
• Identify opportunities for implementing AI, chatbots, and automation to enhance customer support and experience.

Customer Experience Enhancement

• Collaborate with cross-functional teams to design and optimize customer journeys within contact centers.
• Utilize data-driven insights to drive continuous improvement in customer experience and support processes.

Automation and AI Implementation

• Lead the integration and deployment of AI technologies, including large language models (LLMs) and chatbots, to streamline contact center workflows.
• Oversee the development and implementation of automation solutions to increase efficiency and reduce operational costs.

CRM and CLM Strategies

• Work closely with the CLM team to implement and manage CRM and CLM strategies to ensure effective customer relationship management and lifecycle management.
• Utilize advanced analytics to monitor and improve customer interactions and satisfaction levels.