AI Solutions Expert - Call Centre Optimization – AI Expert SME

• We are seeking an innovative AI Expert to revolutionize our call center operations through cutting-edge artificial intelligence solutions
• In this role, you will design, implement, and optimize AI-driven tools to enhance customer experience, automate workflows, and improve operational efficiency
• This position is ideal for a tech-savvy professional passionate about leveraging AI to solve real-world challenges in customer service

• Bachelors/masters in computer science, AI, Data Science, or related field.

Experience:

• 1+ years in AI/ML development, preferably in customer service or BPO environments.
• Hands-on experience with chatbot platforms (eg, Dialog flow, IBM Watson) and speech analytics tools.

Technical Skills:

• Proficiency in Python/R, TensorFlow/PyTorch, and NLP libraries .
• Experience with cloud platforms and APIs.
• Familiarity with call center software .

Soft Skills:

- Strong problem-solving and analytical mindset.

- Ability to translate business needs into technical solutions.

- Excellent communication to collaborate with non-technical stakeholders.

Good to Have

- Certifications in AI/ML (eg, AWS Certified ML Specialist, Google AI Certification).

- Knowledge of generative AI (eg, GPT-4) for customer interaction simulations.

- Experience with real-time analytics dashboards (Power BI, Tableau).

- Develop AI Strategies: Design and deploy AI solutions (eg, chatbots, voice bots, sentiment analysis tools) to streamline call center operations.

- Integrate NLP Machine Learning: Build and refine natural language processing (NLP) models for call routing, intent recognition, and real-time customer interaction analysis.

- Automate Processes: Implement AI-powered tools for automated ticket resolution,

predictive analytics, and self-service options.

- Data-Driven Insights: Analyze customer interaction data to identify trends, reduce handle time, and improve satisfaction metrics (CSAT, NPS).

- Collaborate with Teams: Partner with IT, customer service, and data teams to integrate AI tools into existing systems (eg, CRM, IVR).

- Monitor Optimize: Continuously test and refine AI models for accuracy, scalability, and compliance with data privacy standards (GDPR, CCPA).

- Stay Ahead of Trends: Research emerging AI/ML technologies (eg, generative AI, speech recognition) and propose actionable upgrades.

- Opportunity to shape AI-driven customer experiences in a high-impact role.

- Competitive salary & Performance Bonuses.

- Flexible work environment with remote/hybrid options.

- Access to advanced tools, training, and global AI communities.

- Career growth into leadership roles (AI Architect, Head of Automation)