Are you passionate about the future of Artificial Intelligence and Natural Language Processing? Join us at Level AI, where we are on a mission to revolutionize the customer service industry. By leveraging the latest AI and machine learning advancements, we empower customer care agents to resolve issues swiftly and effectively, resulting in happier customers and more satisfied agents.Our goal is to equip call centers with cutting-edge technologies, enhancing the human element in customer care experiences. At Level AI, we are a hyper-growth, Series B startup based in Silicon Valley and backed by Battery Ventures. Our team is composed of industry veterans from Amazon Alexa, Facebook, Google, Figma, and Freshworks.Discover more about us at Level AI and join us in transforming customer service through innovation.
In this role, you’ll be working with Leaders and Operators across different companies to architect the best solutions for their complex Contact Center Operations.
Responsibilities:
- Work with the customer’s technical teams to understand their Contact Center operations and map the diverse integration touch points.
- Dive deeply into complex telephony and CRM systems to integrate and onboard Level AI’s productArchitect and Implement standardized onboarding and integrations for scale and repeatability.
- Work closely with the Pre-Sales and Post-Sales teams to make customer implementations successful.
- Provide mentorship and advocate best practices while answering product, solutioning and onboarding questions
Requirements:
- Bachelor’s degree in Computer Science, Computer Engineering or a related technical field with 3+ years of relevant experience
- Experience working with CCaas vendors and implementing voice and text infrastructure solutions
- Strong experience with Telephony Vendors such as Five9, Genesys and AvayaExperience with real time media streaming and common protocols such as RTP and WebRTC.
- Experience with SIP protocol and configuring/troubleshooting SIP ServersExperience with CRM such as Salesforce, Zendesk and Microsoft dynamics and demonstrated ability to build solutions using CRM APIs.
- Strong customer focus, analytical ability and ability to understand customer requirements and deliver value.
- Outstanding at prioritization. Can balance customer escalations, product changes, and service issues while handling related communication, technical account management, and risk mitigation.
United States
