Empyrean Benefit Solutions Careers

Description

• Provide frontline technical support to contact center agents and end-users for AI-driven applications and solutions. Respond promptly to inquiries, troubleshoot issues, and offer effective solutions.
• Diagnose and resolve technical problems related to AI technologies, including chatbots, virtual assistants, and other automated systems used in contact centers.
• Conduct training sessions for contact center staff to ensure they are proficient in using AI tools and are equipped to troubleshoot basic issues independently.
• Create and maintain detailed documentation for common issues, solutions, and best practices. Develop user guides and knowledge base articles to facilitate self-service troubleshooting.
• Provide expert-level technical support for AI solutions implemented in contact center environments. Address and resolve issues related to AI applications, ensuring minimal downtime.
• Monitor the performance of AI systems in real-time, identify anomalies, and proactively address potential issues to ensure continuous and optimal operation.
• Work closely with cross-functional teams, including developers, system administrators, and business analysts, to escalate and resolve complex technical issues.
• Collaborate with technical teams to implement preventative measures.
• Collaborate on performance optimization strategies to enhance the overall efficiency of enterprise applications.
• Participate in incident response efforts for Enterprise Applications, including root cause analysis and the implementation of corrective measures to prevent recurrence.
• Review and maintain incident response plans and documentation.
• Collaborate with cross-functional teams, including developers, system administrators, and business stakeholders, to ensure seamless integration and functionality of enterprise applications.
• Maintain comprehensive documentation for troubleshooting procedures, configurations, and best practices.
• Assist in training and knowledge transfer to junior support staff.
• Identify opportunities for process improvement and automation to enhance the efficiency of application support operations.

• Proficient in troubleshooting and resolving technical issues related to AI applications.
• Familiarity with Contact Center technologies, preferably Five9.
• Familiarity with natural language processing, chatbots, and voice recognition technologies is a plus.
• Familiarity 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
• Demonstrated ability to adapt quickly to changes in workload demands to support the business
• Demonstrated ability to stay focused on projects from inception to completion
• Ability to effectively prioritize workload based on urgency levels and short timeline
• Ability to communicate system related issues and resolutions properly and effectively
• Ability to work and collaborate with remote vendors and smart hands to assist in troubleshooting
• Ability to work well independently and collectively in a collaborative environment
• Ability to recognize when to escalate unresolved issues to the appropriate channels

• Bachelor’s degree in Computer Science, Information Technology, or a related field, preferred
• Relevant certifications in AI or contact center technologies are advantageous
• Experience in a technical support role, with a focus on contact center technologies and AI applications