AI Solutions Support Specialist

1 week ago

Houston, Texas, United States Empyrean Benefit Solutions Full time


As a vital member of the Enterprise Technical Services team, the AI Solutions Support Specialist plays a crucial role in comprehending, deploying, and maintaining artificial intelligence (AI) solutions tailored for contact center settings. The primary objective is to elevate customer service, optimize operations, and enhance overall productivity through the application of AI technologies. This position involves collaboration with diverse teams, delivering advanced support and troubleshooting to resolve intricate issues and improve the user experience.

KEY RESPONSIBILITIES
  • Deliver frontline technical assistance to contact center personnel and end-users for AI-driven applications and solutions. Address inquiries promptly, troubleshoot challenges, and provide effective resolutions.
  • Identify and rectify technical issues associated with AI technologies, including chatbots, virtual assistants, and other automated systems utilized in contact centers.
  • Facilitate training sessions for contact center staff to ensure proficiency in AI tools and empower them to troubleshoot basic issues independently.
  • Develop and maintain comprehensive documentation for common challenges, solutions, and best practices. Create user guides and knowledge base articles to support self-service troubleshooting.
  • Offer expert-level technical support for AI solutions deployed in contact center environments. Resolve issues related to AI applications, ensuring minimal operational downtime.
  • Monitor the performance of AI systems in real-time, detect anomalies, and proactively address potential issues to guarantee continuous and optimal functionality.
  • Collaborate closely with cross-functional teams, including developers, system administrators, and business analysts, to escalate and resolve complex technical challenges.
  • Work with technical teams to implement preventative measures.
  • Engage in incident response efforts for Enterprise Applications, including root cause analysis and the implementation of corrective actions to prevent recurrence.
  • Review and maintain incident response plans and documentation.
  • Collaborate with diverse teams, including developers, system administrators, and business stakeholders, to ensure seamless integration and functionality of enterprise applications.
  • Participate in the team's on-call rotation.
  • Maintain documentation for troubleshooting procedures, configurations, and best practices.
REQUIRED SKILLS AND QUALIFICATIONS
  • Proficient in diagnosing and resolving technical issues related to AI applications.
  • Familiarity with contact center technologies, preferably Five9.
  • Knowledge of natural language processing, chatbots, and voice recognition technologies is advantageous.
  • Experience with programming languages, scripting, and debugging tools.
  • Ability to troubleshoot operational performance issues.
  • Experience with monitoring tools such as SolarWinds, Zabbix, and Datadog.
  • Ability to effectively manage multiple tasks and projects simultaneously.
  • Adaptability to changes in workload demands to support business needs.
  • Capability to maintain focus on projects from inception to completion.
  • Skill in prioritizing workload based on urgency and timelines.
  • Effective communication of system-related issues and resolutions.
  • Ability to collaborate with remote vendors and smart hands for troubleshooting assistance.
  • Capacity to work independently and collaboratively in a team environment.
  • Ability to recognize when to escalate unresolved issues to appropriate channels.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS
  • Bachelor's degree in computer science, Information Technology, or a related field is preferred.
  • Relevant certifications in AI or contact center technologies are beneficial.
  • 2-4 years of experience in a technical support role, focusing on contact center technologies and AI applications.
Disclaimer:
  • Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Empyrean is an Equal Opportunity Employer: including disability and veterans

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