CS Systems Planning Business Transformation Promotion Voice and Text

Skills

About the Role

You will improve customer-support systems and operations using AI, CRM platforms, and related technologies. Depending on the assignment, you will define business, functional, non-functional, and technical requirements; coordinate with development teams and external vendors; review specifications; plan and support testing and user acceptance testing; and determine acceptance for releases. You may also design, build, improve, and release generative AI chatbots and voice bots using existing platforms such as Genesys, PKSHA, and Salesforce, while contributing to architecture for future AWS-based capabilities.

Requirements

• Have experience designing and operating systems that integrate CRM systems such as Salesforce with external systems through APIs, or experience implementing and operating AI-based natural-language processing.
• Have experience designing and operating call systems or text-based response systems for the voice and text role.
• Have experience driving business-transformation projects.
• Have at least two years of experience defining system requirements.
• Translate business needs into technical solutions.

Responsibilities

• Define business, functional, non-functional, and technical requirements for AI-enabled customer-support initiatives.
• Evaluate specifications for generative AI and AI-assist customer-support systems and tools.
• Coordinate requirements, review specifications, and drive development with internal development teams and external vendors.
• Plan testing, conduct or support user acceptance testing, and make acceptance decisions.
• Ensure alignment between customer-support operations and systems with planning stakeholders and frontline staff.
• Design, develop, improve, and release generative AI chatbots and voice bots.
• Translate business requirements into technical implementations in collaboration with customer-support planning and requirements-definition stakeholders.
• Contribute to architecture design for future AWS-based builds and internal development.

Benefits

• Hybrid workstyle
• Super-flexible working hours with no core time
• Annual paid leave of 14 days in the first year, prorated by joining month and available from the start date
• Personal leave
• Social insurance, including health, pension, employment, and workers' compensation insurance
• Corporate defined-contribution pension plan