Remote Contact Center Engineer

Summary

Hopper is seeking an experienced Contact Center Engineer to manage and optimize their customer service technology stack, build partnerships, and utilize LLMs for enhanced customer interactions. The ideal candidate should have 5 years of experience in a contact center technical role, proficiency in various technologies and programming languages, and a continuous learning mindset.

Requirements

• 5 years experience in Contact Center technical role
• The ability to develop scripts for automations (JavaScript, NodeJS, Python)
• A deep understanding of contact center operations and technologies
• Working knowledge of voice technologies and architectures (IVR, CTI, SIP/RTP)
• Experience building integrations with REST APIs and low-code platforms like Zapier or Integromat
• Experience with relational databases and SQL
• Proficiency in Tableau (or similar tools like Qlikview, Power BI or Looker)
• Familiar with natural language processing (NLP) techniques
• Familiarity with popular LLM frameworks and libraries, such as TensorFlow, PyTorch, Hugging Face Transformers, or OpenAI GPT
• Knowledge of best practices for deploying and managing LLM-based applications in production environments

Responsibilities

• Monitor, review and consistently optimize processes and platform settings
• Support in the design of new solutions and the selection and maintenance of new platforms or technologies
• Work closely with software vendors to report issues, raise feature requests and influence product roadmap
• Resolve challenging technical situations with a high level of tact and understanding
• Assist in the maintenance of documentation related to tool settings, troubleshooting steps and escalation points for all platforms
• Act as a Subject Matter Expert for escalations across the contact center technology stack
• Optimize customer service workflows based on new Hopper products/initiatives and available tools
• QA new integrations and automations thoroughly and proactively
• Keep informed on internal and external changes that impact users and agents on a regular basis
• Utilize Large Language Models (LLMs) to enhance customer interactions by developing and fine-tuning conversational AI solutions for the contact center environment

Preferred Qualifications

Continuous learning mindset, staying updated with the latest research advancements and industry trends in LLM development and applications

Benefits

Not specified