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CRC Automation Specialist – Voice & Chat Bot
Willebroek, BelgiumJob Title: CRC Automation Specialist – Voice & Chat Bot
Department: Customer Relationship Center (CRC)
Language: English
Location: Near-shore / Off-shore
Job Type: 20 days / year
Job Summary:
We are seeking an experienced CRC Automation Specialist to lead the design, development, and maintenance of our voice and chat bot solutions. This role focuses on delivering seamless customer interactions through Google Conversational Agents (successor of DialogFlow) and NICE CXOne Studio, ensuring robust integration with internal systems via APIs and IPAAS platforms. The ideal candidate combines technical expertise with a customer-centric mindset and thrives in an agile, collaborative environment.
Key responsibilities:
Qualifications:
Department: Customer Relationship Center (CRC)
Language: English
Location: Near-shore / Off-shore
Job Type: 20 days / year
Job Summary:
We are seeking an experienced CRC Automation Specialist to lead the design, development, and maintenance of our voice and chat bot solutions. This role focuses on delivering seamless customer interactions through Google Conversational Agents (successor of DialogFlow) and NICE CXOne Studio, ensuring robust integration with internal systems via APIs and IPAAS platforms. The ideal candidate combines technical expertise with a customer-centric mindset and thrives in an agile, collaborative environment.
Key responsibilities:
- Solution Design & Development
- Build and maintain conversational flows for voice and chat bots using Google Conversational Agents and NICE CXOne Studio.
- Ensure smooth integration with internal systems through APIs.
- Implement best practices for conversational UX and AI-driven automation.
- Agile Delivery & Market Rollout
- Participate in SCRUM ceremonies and collaborate with cross-functional teams.
- Support launch and hyper care activities for new markets (UK, Ireland, Germany, Italy, Switzerland in December; Romania, CZ/SK in January; Portugal, Poland, Spain, Austria in Feb/March).
- Operational Support & Continuous Improvement
- Manage BAU activities including market requirements, bug fixes, and legal changes.
- Provide accurate effort estimates and maintain backlog in Jira.
- Monitor bot performance and optimize for scalability and compliance.
- Documentation
- Ensure all new technical development is fully documented, including architecture diagrams, integration details, and configuration steps.
- Maintain up-to-date documentation in Confluence or equivalent platforms for knowledge sharing and compliance.
Qualifications:
- Technical Skills:
- Expertise in Google Conversational Agents (DialogFlow successor).
- Hands-on experience with NICE CXOne Studio for voice and chat automation.
- Strong knowledge of API integration and IPAAS platforms.
- Familiarity with REST APIs, JSON, and secure data exchange.
- Understanding of conversational AI design principles and NLP.
- Experience with Google Cloud Logging for monitoring and troubleshooting.
- Soft Skills & Experience:
- Proven track record in Agile/SCRUM environments.
- Ability to collaborate with business analysts, developers, and market stakeholders.
- Strong communication skills to explain technical concepts to non-technical audiences.
- Proficient in business English (written and spoken).
- Preferred Skills:
- Multi-market deployment experience and compliance requirements.
- Experience with NICE CXOne Studio for voice and chat automation.
- Familiarity with Google Cloud Logging and monitoring solutions.
- Performance monitoring and troubleshooting tools.
- A collaborative, high-performing team environment
- Opportunity to work on automation solutions impacting multiple markets for a globally recognized brand that impact the entire organisation
- Professional growth and continuous learning opportunities