#ONLY W2 #NO C2C
CONTRACT W2
Tech Stack we’re seeking - Exposure to conversational AI platforms such as NLX (preferred), Dialogflow, Microsoft Bot Framework, IBM Watson Assistant, etc.
Experience with ML models (e.g., TensorFlow, PyTorch, Keras) and NLP libraries (e.g., spaCy, NLTK, GPT-3) for improving chatbot accuracy and contextual understanding
JO Details
Job Title: Chatbot Engineer & Chatbot Architect (MULTIPLE ROLES)
Onsite Requirement/Remote (Time zone?): Chicago, IL (Day 1 Onsite)
C/CTH/Perm + Duration: 1 year+ (kicking off a 3 year journey to revamp tech stack)
Chatbot Engineer (x2) - JOB DESCRIPTION
Responsibilities:
- Design, develop, and maintain chatbot solutions using Conversational AI platforms to enhance self-service interactions throughout the customer journey.
- Implement conversation flows and automated responses that optimize the customer experience.
- Author and automate test cases to ensure chatbots perform accurately and provide consistent, contextually relevant responses.
- Collaborate cross-functionally to prioritize tasks, manage backlogs, and ensure timely delivery of key features aligned with business goals.
- Continuously monitor and optimize chatbot performance using data-driven insights to improve reliability, scalability, and customer satisfaction.
Experience Profile:
- 3-5 years of experience in chatbot development or similar roles within large-scale, customer-facing environments.
- Proven experience in building, deploying, and managing chatbots that enhance customer service efficiency.
- Extensive experience with AWS tools and services, including Amazon Lex for conversational interfaces and Amazon Connect for voice and chat functionalities.
- Familiarity with Conversational AI platforms such as NLX, Dialogflow, Microsoft Bot Framework, Rasa, or IBM Watson Assistant.
Technical Skills:
- Proficiency in JavaScript for developing interactive chatbot interfaces.
- Advanced Python skills for backend logic, machine learning integration, and enhancing chatbot capabilities.
- Experience with ML models (e.g., TensorFlow, PyTorch, Keras) and NLP libraries (e.g., spaCy, NLTK, GPT-3) for improving chatbot accuracy and contextual understanding.
- Strong understanding of NLP techniques such as intent recognition, entity extraction, and sentiment analysis.
- Experience with relevant AWS tools and services, including Amazon Lex for personalized customer interactions, and the ability to implement and optimize contact center functionalities with Amazon Connect.
- Experience writing and automating test scripts to ensure chatbot reliability and performance.
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Chatbot Solutions Architect - (JOB DESCRIPTION)
Responsibilities:
- Design scalable solutions that integrate contact center technologies, conversational AI tools, and advanced communication systems to optimize the self-service customer experience.
- Lead the integration of essential tools into contact center and chatbot functionalities across all stages of the customer journey, ensuring seamless operation and a consistent, high-quality customer experience.
- Manage key integrations, such as PCI-compliant payment systems, scheduling solutions, and other critical service enhancements, to optimize and elevate customer interactions.
- Collaborate with development teams and across business units to ensure alignment between architectural vision and implementation.
- Identify and address potential bottlenecks or challenges in the customer journey, particularly in chatbot interactions, proposing and implementing innovative solutions to enhance performance and ensure customer satisfaction.
Experience Profile:
- 10+ years of professional experience, including 3+ years in solutions architecture within a large-scale, customer-facing environment.
- Proven expertise in designing, architecting, and implementing customer service solutions leveraging conversational AI and advanced contact center technologies.
- Familiarity with cloud-based solutions and services, particularly relevant AWS tools like Amazon Connect for contact center functionalities and Amazon Lex for conversational interfaces.
- Proven experience integrating contact center systems and conversational AI platforms with business-critical applications like payment systems, loyalty programs, scheduling systems, and other tools as needed to meet business requirements.
- Exposure to conversational AI platforms such as NLX (preferred), Dialogflow, Microsoft Bot Framework, IBM Watson Assistant, etc.
Technical Skills:
- Advanced skills in designing and architecting chatbot customer service solutions involving conversational AI technologies such as NLX, Amazon Lex, and similar platforms.
- Experience with relevant AWS tools and services, including Amazon Connect for contact center functionalities and Amazon Lex for conversational interfaces.
- Strong understanding of integration techniques for contact center systems and business-critical applications like payment systems, loyalty programs, and scheduling solutions.
- Familiarity with security and compliance requirements, particularly PCI compliance in the context of payment systems.
- Ability to address and resolve architectural challenges to ensure optimal chatbot performance and customer satisfaction.
