JJob Title : Virtual agent / Chat-bot Developer
Department : CTO - Digital Processes
Location : Manila, Philippines
Reports to : Digital Product Manager - Digital Process Optimization
The Company is a rapidly expanding global customer experience specialist, with more
than 50 service centers employing more than 30,000 people delivering services in
33 languages. The company provides CRM solutions to clients in a wide range of
industry sectors including telecommunications and e-commerce, travel and tourism,
retail, financial services and utilities. The company offers clients a broad array of
relationship management services including among others : inbound customer
service, outbound telemarketing, debt collection and credit management services,
outsourcing of administrative tasks, contract automation and legal services. Client
programs are tailor-made and range from single applications to complex programs
which are offered on a country specific or international basis in 33 languages.
The role and related tasks
The Company is a BPO company, offering call center and back-office work for various
clients in multiple industries. Besides the regular Human Workforce, Our client also
offers digital products where virtual agents and chat-bots are expected to play a
key role in the future of our digital journey.
The Company is currently searching for one Virtual Agent developer to extend its
current automation team based in Europe and the Philippines with competence in
designing and integrating virtual agents. The role will be an important role in both
internal and external projects. The position is an IT role where you are expected
both to design the conversational part (text, voice, etc.) of the virtual agent but
also hold technical knowledge on e.g. using REST api to integrate it with back-end
Furthermore the role of the Virtual Agent Developer is to design, develop, test and
implement solutions that makes our internal stakeholders and end customers smile
when they use them.
The right candidate will also have the possibility to work with GCP development and
Robotics Process Automation.
The selected candidate is able to
â Understand business requirements, check the feasibility and give a high level
estimate on the required time and effort for the implementation.
â Design and document the various solutions
â Drive continuous improvement of the implemented solutions
â Knowledgeable with API management solutions and working with REST.
â Collaborating with cross-functional teams to define, design, and build
â Integrate solutions with multiple platforms
Required qualifications, knowledge and experience
â At least 2 years of experience in AI or Chatbot development.
â Familiarity with different virtual agent channels including voice (DialogFlow,
Amazon Echo, Google Home, Twilio, IVRs etc..) and bot development on
social channels like Google Chat, Facebook, Skype, etc.
â Work with an Agile mindset to create value across projects of multiple scopes
â Ability to drive innovation
â Bachelor's degree in Computer Science or Computer Programming preferred
â Basic programming skills (various scripting languages, .NET, SQL) and
general knowledge on networks and infrastructure
â Good problem solving skills, with an analytical and process driven mindset
â Have a desire to improve our processes and inspire our business
â Detailed-oriented and able to produce high quality work and documentation
â Fluency in english (both written and spoken)
â Excellent communication skills and a can-do attitude
â Ability to work in a geographically and culturally diverse environment.
â Ability to meet deadlines and work under pressure
â Be able to travel and work outside office hours. It is not common but
required in certain projects
â Knowledge of ITIL, Project management and / or Agile methods
â Business analyst experience
â Contact center experience