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.

• - Education: Bachelor’s/master’s 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 (e.g., 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 (e.g., AWS Certified ML Specialist, Google AI Certification).
• - Knowledge of generative AI (e.g., GPT-4) for customer interaction simulations.
• - Experience with real-time analytics dashboards (Power BI, Tableau).

• - Develop AI Strategies: Design and deploy AI solutions (e.g., 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 (e.g., 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 (e.g., 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).