Product Specialist - Contact Center Automation and AI Kavak Mexico

What you'll do:

• Product Strategy & Roadmap

  • Support in developing and executing product strategies and roadmaps focused on improving contact center operations.
  • Identify opportunities for implementing AI, chatbots, and automation to enhance customer support and experience.

• Customer Experience Enhancement

  • Collaborate with cross-functional teams to design and optimize customer journeys within contact centers.
  • Utilize data-driven insights to drive continuous improvement in customer experience and support processes.

• Automation and AI Implementation

  • Lead the integration and deployment of AI technologies, including large language models (LLMs) and chatbots, to streamline contact center workflows.
  • Oversee the development and implementation of automation solutions to increase efficiency and reduce operational costs.

• CRM and CLM Strategies

  • Work closely with the CLM team to implement and manage CRM and CLM strategies to ensure effective customer relationship management and lifecycle management.
  • Utilize advanced analytics to monitor and improve customer interactions and satisfaction levels.

• Technical Proficiency

  • Demonstrate expertise in using Genesys Cloud or Twilio Flex platforms for contact center management.
  • Collaborate with technical teams to ensure seamless integration of automation tools and AI solutions.

• Stakeholder Management

  • Communicate effectively with senior management, stakeholders, and the recruitment team to align on product goals and objectives.
  • Provide regular updates on product development progress, challenges, and opportunities.