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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building scalable infrastructure for customer service channels, integrating IVR systems, and leveraging NLP and machine learning to enhance digital agents. Proficient in NICE, Genesys, and Avaya platforms, with a strong understanding of telephony principles and cloud computing.
Highest-signal resume keywords
NICE Customer Experience PlatformsNatural Language Processing (NLP)Machine Learning AlgorithmsAgile MethodologiesCloud Computing (AWS, Azure, GCP)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IVR IntegrationCTI ConceptsTelephony PrinciplesSIP ProtocolsTDM ProtocolsVoIP ProtocolsSystems ArchitectureDesign PrinciplesClassification AlgorithmsClustering Algorithms
Industry Keywords
Digital TransformationCustomer Service ChannelsDigital AgentsEfficiency ImprovementEngineering Initiatives
Tech Stack
Tools & technologiesAWSAzureCloudGoogle Cloud PlatformVoIP
About the role
Key responsibilities & impact- Serve as a Senior Tech Lead at Verity
- Build scalable and robust infrastructure for customer service channels
- Integrate IVR systems with external systems using IVR and CTI concepts
- Train and improve the efficiency of digital agents using NLP and machine learning
- Participate in Verity’s digital transformation and engineering initiatives
Requirements
What you’ll need- Strong knowledge of NICE customer experience platforms, including their architecture, features, and specific functionalities
- Knowledge of NICE, Genesys, and Avaya customer experience platforms
- Understanding of telephony principles, including SIP, TDM, and VoIP protocols
- Understanding of IVR and CTI concepts for integrating IVR systems with external systems
- Knowledge of systems architecture and design principles
- Knowledge of natural language processing (NLP)
- Knowledge of machine learning algorithms, classification, clustering, and entity detection
- Knowledge of Agile methodologies and DevOps
- Knowledge of cloud computing, including AWS, Azure, and GCP
Benefits
Comp & perks- Meal voucher
- Food allowance
- Home office allowance
- Health insurance
- Dental insurance
- Life insurance
- Birthday day off
- TotalPass / Wellhub
- Boon Saúde app
- Discount partnerships
- Agreements with establishments and educational institutions
- Welcome kit
- Onboarding
- Verity Learning
- Verity Break
- #VerityComVocê
- Access to professional development courses