Transform legacy touch-tone IVR to voice bot using natural language understanding (NLU/NLP). This role will be instrumental in integrating Genesys Intelligent Automation (GIA) with Google Dialogflow to create a virtual agent in the voice channel. Initially, a proof of concept will be conducted with targeted use cases before modernizing the overall IVR footprint. This position is contract to hire and will initially be remote due to COVID, but located in Cincinnati, OH permanently.
GENERAL FUNCTION:
Design and implement technology solutions using modern engineering tools and Agile practices. Work with self-directed, cross-functional, and product-oriented teams in a highly collaborative environment. Deliver some of the bank's most important products and services while developing skills and experience well beyond your initial role.
All employees are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank's risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
DUTIES AND RESPONSIBILITIES:
- Implement and maintain new features and capabilities while continuously improving the quality of our technical products and services
- Build utterances and conversations for speech enabled IVR
- Create the business logic within the speech enabled IVR use cases and connect it to Genesys Intelligent Automation (GIA)
- Define the functional and non-functional architecture and requirements
- Implement architectural components for Google Dialogflow (GDF) and Genesys Intelligent Automation (GIA) for an existing on-premise contact center platform.
- Design the integration connections between Genesys Intelligent Automation (GIA) and Google Dialogflow Natural Language Understanding (NLU)
- Manage conversational intent/response dialog logic
- Iteratively tune Conversational AI components to improve the user experience within defined use cases
- Build and share technical expertise with your Agile team and other members of the organization
- Follow industry and organizational best practices and standards and participate in company communities of practice to continuously refine and communicate them. Contribute to a culture of continuous improvement.
- Achieve operational excellence by automating processes and creating maintainable, supportable, and testable solutions
- Keep up with technology trends and innovations in your field(s) of practice
- Provide operational support and troubleshooting for your team’s products and services
- Maintain appropriate controls and documentation to ensure compliance with all company and regulatory requirements
- Provide coaching, mentoring, and training for new or less experienced team members
- Provide leadership and guidance to your team in your technical field(s) of expertise
- Other duties as assigned
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Bachelor’s degree in a relevant technology field or equivalent combination of education and work experience
- Mid-Senior career level with 10+ years of engineering or other IT work experience relevant to the position
- High-Level proficiency in Google Dialogflow and Genesys Intelligent Automation (GIA)
- Strong problem-solving and communication skills
- Willingness to work in a highly collaborative environment
- JavaScript and Node JS
- Machine Learning Frameworks and libraries with Python
- Deployment of GIA orchestration while consuming REST and Google Dialogflow API’s
- Configure conversational intents and utterances
- Solid understanding of IT security best practices
- Establish business logic within use cases and connect to GIA
- Design and configure dialog components
- Lead and facilitate speech tuning with enterprise stakeholders
- Experience designing, implementing, and supporting complex technical solutions
- Experience with Git / GitHub, Spring-Boot, Gradle/Maven or other similar tools is preferred
- Solid understanding and significant experience with modern software development practices, tools, and hardware technologies
- Nice to have proficiency in Java with Spring Framework