Job Description
About the Role
We are seeking an experienced Systems Engineer to help design, implement, and optimize our contact center infrastructure with a focus on AI-powered automation and CRM integrations. This role combines technical expertise in contact center platforms with cutting-edge AI tools to enhance agent productivity and customer experience.
Key Responsibilities
Design and maintain contact center call flows, IVR systems, and routing strategies across multiple channels (voice, chat, email, SMS).
Implement and optimize AI-powered tools including chatbots, virtual assistants, and intelligent routing systems.
Develop and maintain integrations between contact center platforms and CRM systems (Salesforce, ServiceNow, Zendesk, etc.)
Build automation workflows to streamline agent processes and reduce manual tasks.
Monitor system performance, troubleshoot issues, and implement improvement...
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