Job Summary

Our client is seeking a Systems Analyst to join their team! This position is located in San Francisco, California.

Duties

• Design, build, and maintain Amazon Connect contact flows, ensuring seamless customer experiences and efficient routing of contacts
• Implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights
• Develop and fine-tune Contact Lens analytics rules to meet the specific needs of the business, ensuring accurate and effective monitoring of customer interactions
• Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models, ensuring proper data hygiene and model readiness
• Assist in fine-tuning language models for customer interaction scenarios and use cases
• Configure and integrate various customer experience (CX) tools, such as CRM systems, ticketing platforms, and other related software, to ensure a unified and efficient customer service infrastructure
• Monitor and continuously optimize CX systems to align with evolving business goals and customer needs
  
  

Desired Skills/Experience

• Degree or equivalent career experience in Computer Science, Information Technology, Data Science, or a related field
• Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services
• Strong understanding of Contact Lens and its rules setup for real-time conversational analytics
• Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT
• Experience with training, testing, and evaluating ML models for customer service applications
• Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows
• Knowledge of integrating CX tools with other enterprise systems
• SQL experience and ability to self-service querying your own data and building basic spreadsheet reports
• Ability to diagnose issues in contact flows, analyze data from customer interactions, and recommend solutions for continuous improvement
• Strong data analysis skills, with the ability to turn customer interaction data into actionable insights
  
  

Benefits

• Medical, Dental, & Vision Insurance Plans
• 401K offered
  
  

$45.50 - $65.00 (est. hourly)