Chatbot Solutions Architect

JO Details

Job Title: Chatbot Solutions Architect

Onsite Requirement/Remote (Time zone?): Onsite in Chicago

Duration: 1 year

Job Description:

Solutions Architect

Responsibilities:

• Design scalable solutions that integrate contact center technologies, conversational AI tools, and advanced communication systems to optimize the self-service customer experience.
• Lead the integration of essential tools into contact center and chatbot functionalities across all stages of the customer journey, ensuring seamless operation and a consistent, high-quality customer experience.
• Manage key integrations, such as PCI-compliant payment systems, scheduling solutions, and other critical service enhancements, to optimize and elevate customer interactions.
• Collaborate with development teams and across business units to ensure alignment between architectural vision and implementation.
• Identify and address potential bottlenecks or challenges in the customer journey, particularly in chatbot interactions, proposing and implementing innovative solutions to enhance performance and ensure customer satisfaction.

Experience Profile:

• 10+ years of professional experience, including 3+ years in solutions architecture within a large-scale, customer-facing environment.
• Proven expertise in designing, architecting, and implementing customer service solutions leveraging conversational AI and advanced contact center technologies.
• Familiarity with cloud-based solutions and services, particularly relevant AWS tools like Amazon Connect for contact center functionalities and Amazon Lex for conversational interfaces.
• Proven experience integrating contact center systems and conversational AI platforms with business-critical applications like payment systems, loyalty programs, scheduling systems, and other tools as needed to meet business requirements.
• Exposure to conversational AI platforms such as NLX (preferred), Dialogflow, Microsoft Bot Framework, IBM Watson Assistant, etc.

Technical Skills:

• Advanced skills in designing and architecting chatbot customer service solutions involving conversational AI technologies such as NLX, Amazon Lex, and similar platforms.
• Experience with relevant AWS tools and services, including Amazon Connect for contact center functionalities and Amazon Lex for conversational interfaces.
• Strong understanding of integration techniques for contact center systems and business-critical applications like payment systems, loyalty programs, and scheduling solutions.
• Familiarity with security and compliance requirements, particularly PCI compliance in the context of payment systems.
• Ability to address and resolve architectural challenges to ensure optimal chatbot performance and customer satisfaction.

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