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Systems Analyst
1 month ago
We are seeking a highly skilled Systems Analyst to join our team at KellyMitchell Group in San Francisco, California.
Key Responsibilities- Design, build, and maintain Amazon Connect contact flows to ensure seamless customer experiences and efficient routing of contacts.
- Implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights.
- Develop and fine-tune Contact Lens analytics rules to meet the specific needs of the business, ensuring accurate and effective monitoring of customer interactions.
- Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models, ensuring proper data hygiene and model readiness.
- Assist in fine-tuning language models for customer interaction scenarios and use cases.
- Configure and integrate various customer experience (CX) tools, such as CRM systems, ticketing platforms, and other related software, to ensure a unified and efficient customer service infrastructure.
- Monitor and continuously optimize CX systems to align with evolving business goals and customer needs.
- Degree or equivalent career experience in Computer Science, Information Technology, Data Science, or a related field.
- Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services.
- Strong understanding of Contact Lens and its rules setup for real-time conversational analytics.
- Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT.
- Experience with training, testing, and evaluating ML models for customer service applications.
- Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows.
- Knowledge of integrating CX tools with other enterprise systems.
- SQL experience and ability to self-service querying your own data and building basic spreadsheet reports.
- Ability to diagnose issues in contact flows, analyze data from customer interactions, and recommend solutions for continuous improvement.
- Strong data analysis skills, with the ability to turn customer interaction data into actionable insights.
- Medical, Dental, & Vision Insurance Plans
- 401K offered
