Our Client - Telecommunication Sector
We are seeking a highly skilled IT Technical Lead with expertise in Contact Center Solutions & Chatbot Technologies, including platforms like Sprinklr, Genesys, and others. The ideal candidate will bring a combination of technical acumen and strategic vision to design, develop, and optimize chatbot solutions that enhance user engagement and streamline business operations.
Responsibilities
1. Leadership & Strategy
Lead the technical implementation of Contact Center & Chatbot projects from conception to deployment.
Collaborate with key stakeholders to define strategies and objectives.
Provide mentorship and technical guidance to development teams, ensuring adherence to best practices.
2. Design & Development
Architect, develop, and deploy solutions using Genesys, Sprinklr, Dialogflow, or similar technologies.
Integrate chatbots with CRM and other business systems for a seamless user experience.
Ensure chatbot designs are user-centric and aligned with business goals.
3. Optimization & Maintenance
Monitor performance and implement improvements for better user experience.
Troubleshoot and resolve issues promptly.
Ensure regular updates to accommodate new features and functionalities.
4. Collaboration
Work closely with product managers, UX/UI designers, and data analysts to ensure chatbot solutions align with user needs.
Liaise with vendors and platform providers to stay updated on the latest tools and advancements.
5. Documentation & Training
Maintain comprehensive documentation of technical architecture and configurations.
Provide training and support to internal teams for chatbot operations and maintenance.
Requirements
Technical Skills
Extensive experience with Genesys, Sprinklr, or similar platforms.
Proficiency in programming languages such as Python, JavaScript, or Node.js.
Strong knowledge of AI/ML concepts, particularly Natural Language Processing (NLP).
Hands-on experience with APIs, webhooks, and system integrations.
Professional Experience
7+ years of experience in IT, with at least 3+ years in a technical leadership role.
Proven experience in designing, developing, and deploying chatbot solutions.
Familiarity with cloud platforms (AWS, Azure, Google Cloud).
Experience working in Agile environments and using project management tools.
Soft Skills
Strong problem-solving abilities and attention to detail.
Excellent communication and interpersonal skills.
Ability to manage multiple projects and meet deadlines.
Educational Background
Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
Certifications in relevant technologies (e.g., Sprinklr, AI/ML) are a plus.
