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Artificial Intelligence Specialist
CNP SeguradoraCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in enhancing customer service models through the Genesys Cloud platform, leveraging Generative AI, Machine Learning, and data analysis to improve automation and customer experience. Proven ability to implement intelligent IVR systems and design effective conversational journeys while maintaining a strong focus on operational metrics and customer satisfaction.
Highest-signal resume keywords
Genesys Cloud Platform ProficiencyGenerative AI ImplementationMachine Learning KnowledgeIVR System ManagementData Analysis and Manipulation
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Progressively enhance the customer service model on the Genesys Cloud platform, using Generative AI to expand automation and improve the customer experience
- Reduce customer effort and increase First Contact Resolution (FCR)
- Increase the level of automation and reduce reliance on human support
- Strengthen the knowledge base and IVR learning capabilities, ensuring a sustainable and scalable service model
- Lead the contact center’s digital evolution
- Implement innovative solutions that create value for customers, agents, and the business
- Plan, document, and coordinate the validation and approval of initiatives and improvements
- Oversee activities related to customer service platforms
- Monitor solutions in production
- Ensure solutions operate effectively in collaboration with partners
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Computer Engineering, Software Engineering, Information Systems, Mathematics, Statistics, Business Administration, Economics, Marketing, or a related field
- Postgraduate degree or MBA in AI, Data Science, Machine Learning, Big Data, or Data Engineering (a plus)
- Programming knowledge, particularly Python
- Knowledge of Statistics, Probability, and Linear Algebra
- Knowledge of Machine Learning, Deep Learning, and Generative AI
- Knowledge of data manipulation and analysis
- Knowledge of language models and AI, ML, and Data Science concepts
- Proficiency with the Genesys Cloud platform, including IVR flow configuration, monitoring, and performance analysis
- Proven experience implementing and managing intelligent IVR systems
- Experience with Generative AI and NLP/LLM/NLU across voice and text channels
- Experience designing conversational journeys and flows
- Experience integrating with CRMs, databases, and APIs
- Knowledge of operational metrics, including automation rate, FCR, Average Handle Time (AHT), NPS, CES, and CSAT
- Experience with Agile methodologies and an iterative approach (MVPs, quick wins, and roadmaps)
- Experience managing knowledge bases for service guidance and agent support
- Strategic product mindset and a data-driven approach
- Strong customer focus and commitment to digital humanization
- Analytical ability, technological curiosity, and a continuous interest in innovation
- Collaborative skills and the ability to communicate with different teams and partners
- Adaptability to work in dynamic environments involving testing, adjustments, and continuous improvement
Benefits
Comp & perks- Health insurance at no cost to you and your dependents
- Dental insurance
- Meal and food allowances
- Vidalink benefits program
- Travel insurance
- Life insurance
- Home office allowance
- Wellhub
- Childcare or nanny allowance
- Extended maternity and paternity leave
- Private pension plan
- Profit-sharing
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Python ProgrammingStatistics KnowledgeProbability KnowledgeLinear Algebra KnowledgeDeep Learning KnowledgeNLP/LLM/NLU ExperienceAgile MethodologiesData Engineering KnowledgeConversational Journey DesignCRM Integration
Soft Skills
Strong Customer FocusCollaborative SkillsAdaptabilityAnalytical AbilityTechnological Curiosity
Certifications & Qualifications
Bachelor's Degree in Computer Science or Related FieldPostgraduate Degree or MBA in AI or Data Science (Plus)
Industry Keywords
Customer Service AutomationFirst Contact Resolution (FCR)Average Handle Time (AHT)Net Promoter Score (NPS)Customer Effort Score (CES)Customer Satisfaction (CSAT)Digital HumanizationKnowledge Base ManagementOperational MetricsContinuous Improvement