Description

As a member of the Enterprise Technical Services team, a Contact Center Principal AI Support Specialist is a professional responsible for understanding, implementing, and supporting artificial intelligence (AI) solutions within contact center environments. Their primary goal is to enhance customer service, streamline operations, and improve overall efficiency by leveraging AI technologies.  Individuals in this role will collaborate with cross-functional teams, providing advanced support and troubleshooting to address complex issues and enhance the overall user experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide frontline technical support to contact center agents and end-users for AI-driven applications and solutions.

• Respond promptly to inquiries, troubleshoot issues, and offer effective solutions.

• Diagnose and resolve technical problems related to AI technologies, including chatbots, virtual assistants, and other automated systems used in contact centers.

• Conduct training sessions for contact center staff to ensure they are proficient in using AI tools and are equipped to troubleshoot basic issues independently.

• Create and maintain detailed documentation for common issues, solutions, and best practices. Develop user guides and knowledge base articles to facilitate self-service troubleshooting.

• Provide expert-level technical support for AI solutions implemented in contact center environments. Address and resolve issues related to AI applications, ensuring minimal downtime.

• Monitor the performance of AI systems in real-time, identify anomalies, and proactively address potential issues to ensure continuous and optimal operation.

• Work closely with cross-functional teams, including developers, system administrators, and business analysts, to escalate and resolve complex technical issues.

• Collaborate with technical teams to implement preventative measures.

• Participate in incident response efforts for Enterprise Applications, including root cause analysis and the implementation of corrective measures to prevent recurrence.

• Review and maintain incident response plans and documentation.

• Collaborate with cross-functional teams, including developers, system administrators, and business stakeholders, to ensure seamless integration and functionality of enterprise applications.

• Maintain comprehensive documentation for troubleshooting procedures, configurations, and best practices.

• Participate in the team’s on-call rotation.

• Assist in training and knowledge transfer to junior support staff.

• Identify opportunities for process improvement and automation to enhance the efficiency of support operations.

REQUIRED SKILLS AND ABILITIES  

• Proficiency in troubleshooting and resolving technical issues related to AI applications.

• Proficiency with Contact Center technologies, preferably Five9.

• Proficiency with natural language processing, chatbots, and voice recognition technologies is a plus.

• Proficiency with programming languages, scripting, and debugging tools.

• Ability to troubleshoot operational performance issues.

• Hands on experience with monitoring tools such as SolarWinds, Zabbix, and Datadog

• Demonstrated ability to effectively manage multiple tasks and projects simultaneously.

• Demonstrated ability to adapt quickly to changes in workload demands to support the business.

• Demonstrated ability to stay focused on projects from inception to completion.

• Ability to effectively prioritize workload based on urgency levels and short timeline.

• Ability to communicate system related issues and resolutions properly and effectively.

• Ability to work and collaborate with remote vendors and smart hands to assist in troubleshooting.

• Ability to work well independently and collectively in a collaborative environment.

• Ability to recognize when to escalate unresolved issues to the appropriate channels.

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Relevant certifications in AI or contact center technologies are advantageous.

• 5 plus years of experience in a technical support role, with a focus on contact center technologies and AI applications.

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above-mentioned job description without notice and at any time