- Carrington (Springfield, IL)
- …with other departments (IT, Data Integration, etc.) when needed for system/ IVR enhancements and troubleshooting of issues. + Maintain consistent attendance to ... ensure fulfillment of essential duties and responsibilities + On call responsibilities as needed to ensure system support outages are handled and coverage is provided for weekend activity + Strong technical and problem-solving skills + Proficiency in MS Word,… more
- Rush University Medical Center (Chicago, IL)
- …Directly manages the following programs within the Access Center: workforce management, IVR , data analytics, Salesforce CRM, Online scheduling (Open & Direct), and ... the Access Center's digital front door. * Leads operational improvements in visit adherence and online scheduling optimization * Lead efforts to gather, analyze, and interpret data to drive decision-making, improve service delivery, and measure performance. *… more
- Amazon (Chicago, IL)
- …Genesys, NICE InContact, Salesforce, etc. - 1+ years designing and implementing NLP/NLU ( IVR or chat) solutions using at least one major conversational AI framework ... (eg, Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment - 2+ years hands-on coding experience with REST APIs and web services, including successful integration of contact center platforms (eg, Genesys, Amazon… more
- Amazon (Chicago, IL)
- …Genesys, NICE InContact, Salesforce, etc. - 3+ years designing and implementing NLP/NLU ( IVR or chat) solutions using at least one major conversational AI framework ... (eg, Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment - 3+ years hands-on coding experience with REST APIs and web services, including successful integration of 3+ contact center platforms (eg, Genesys, Amazon… more
- Astellas Pharma (Northbrook, IL)
- …and support model for all call center and customer engagement platforms (voice, IVR , CTI, omnichannel). + Lead digital transformation of the contact center through ... the deployment of: -AI-driven voice and sentiment analytics -Virtual agents, intelligent routing, and automation -Enhanced self-service and knowledge management tools + Partner with business teams to improve operational efficiency, customer experience, and… more