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Contact Center Solutions Developer

hace 2 semanas

San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

**Innovative Solutions**

Bosch Service Solutions delivers cutting-edge Business Process Outsourcing for complex business processes and services.

We utilize the latest technology and the Internet of Things to develop innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.

Our global presence spans 27 locations, where our team of around 9,000 associates supports national and international customers in more than 35 languages.

Our main clients come from the automotive, travel and transportation, logistics, and information and communication technology sectors.

Job Role

This position entails designing and developing routing strategies to implement business logic within the Contact Center service.

In addition, you will integrate backend systems into these strategies and leverage AI-driven self-service capabilities.

The key tasks involve:

  • Designing and implementing conversational flows
  • Developing new routing strategies for various channels
  • Troubleshooting routing-related issues
  • Implementing self-service capabilities and leveraging AI technologies
  • Developing integrations towards backend systems like CRMs or ERPs, but also to underlying technologies like ElasticSearch, Cassandra, and Redis
  • Operating a Kubernetes multicloud solution

Required Competencies and Qualifications

Candidates should possess:

  • Proficiency in SQL, SCXML, and ECMA script
  • Able to quickly understand API specifications
  • Service-specific technical knowledge, communication, coordination, and organizational skills
  • Exceptional analytical capabilities, communication skills, and intercultural competence
  • Contact Center and Genesys Engage experience is desirable

Education and Professional Background

Candidates should hold a Bachelor's degree in a related field or have equivalent work experience.

Several years of experience in software engineering and/or solutions development or other related areas are required.

Candidates should be fluent in English, spoken and written, with German and Spanish being beneficial.