Contact Center Lead - Remote Customer Experience Management with AI, Gen AI, and Google CCAI Cloud Expertise

About Us At Workwarp, we're revolutionizing the way businesses interact with their customers through cutting-edge technology and innovative solutions. As a global leader in customer experience management, we're committed to delivering exceptional service and support to our clients and their customers. We're seeking a highly skilled and experienced Contact Center Lead to join our team remotely and drive the success of our customer experience initiatives. Job Summary We're looking for a seasoned Contact Center Lead to oversee the development and implementation of our customer experience strategies, leveraging expertise in AI, Gen AI, and Google CCAI Cloud technology. As a Contact Center Lead, you will play a critical role in designing and delivering comprehensive test plans, developing and executing Gen AI-based use cases, and collaborating with cross-functional teams to ensure the quality and reliability of our applications. If you're passionate about customer experience, AI, and technology, we want to hear from you! Key Responsibilities Design, develop, and execute comprehensive test plans to ensure the quality and reliability of applications built on the Google CCAI Cloud platform Develop and implement Gen AI-based use cases across various areas, including: Omni-channel solution & automation process Conversational AI Quality management Agent performance Workforce management Digital deflection Customer journey & intent prediction Speech analytics Cognitive services – voice & chatbot Survey tools & knowledge management Collaborate with cross-functional teams, including development, product management, and operations, to understand product requirements and design comprehensive test plans Identify, document, and track deliverables, working closely with stakeholders to resolve any issues in a timely manner Participate in design and architecture discussions to provide input on GEN AI use cases and performance Collaborate with the customer support team to reproduce and validate reported issues, ensuring prompt resolution Contribute to the creation and maintenance of cost-effective GEN AI solutions for clients Stay up-to-date with industry best practices and emerging trends in software quality assurance and Genesys CX Cloud technology Essential Qualifications Bachelor's degree or foreign equivalent required from an accredited institution At least 4 years of information technology experience, with a strong background in GEN AI, MLops, deep learning, NLP, and predictive models Strong experience with Genesys CX Cloud platform, Google CCAI-P, AppFoundry, and 3rd party integration, including setup, configuration, and troubleshooting Solid understanding of software development methodologies, QA processes, and defect lifecycle Excellent problem-solving skills and attention to detail Strong communication skills, both written and verbal Ability to work effectively in a collaborative team environment Preferred Qualifications Proficiency in AI, ML, NLP, Gen AI, LLMs, statistical & mathematical models, econometrics, model monitoring, and predictive models using Python Experience with Agile/Scrum development methodologies Familiarity with cloud-based technologies and platforms, including Google CCAI Cloud Career Growth Opportunities and Learning Benefits At Workwarp, we're committed to the growth and development of our employees. As a Contact Center Lead, you'll have access to: Comprehensive training and onboarding programs Ongoing learning and development opportunities, including industry conferences and workshops Mentorship and coaching from experienced professionals Career advancement opportunities within the company Work Environment and Company Culture At Workwarp, we pride ourselves on a collaborative and dynamic work environment that encourages innovation, creativity, and teamwork. As a remote employee, you'll have the flexibility to work from anywhere and enjoy: Competitive salary and benefits package Flexible work arrangements, including remote work options Opportunities for professional growth and development A diverse and inclusive work environment that values different perspectives and experiences Compensation, Perks, and Benefits We offer a comprehensive compensation package that includes: Competitive salary range: $73,000 to $102,200 per annum, depending on location and experience Medical, dental, vision, and life insurance Long-term and short-term disability Health and dependent care reimbursement accounts 401(k) plan and contributions dependent on salary level Paid holidays and paid time off Conclusion If you're a motivated and experienced professional looking for a new challenge in customer experience management, AI, and technology, we encourage you to apply for this exciting opportunity. As a Contact Center Lead at Workwarp, you'll have the chance to make a real impact on our clients and their customers, while growing your skills and career in a dynamic and innovative company. Don't miss out on this opportunity – apply now! Apply for this job