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General Motors Avaya Contact Center and AI Solution Architect in Warren, Michigan

About GMThere's never been a more exciting time to work for General Motors.To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won't happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.Why Work for UsOur culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.Job DescriptionContact Center Solution Architect will work within the Contact Center Development to understand the needs of the business and organizational strategy. Design multi-channel integrated Interactive Voice Response applications and hardware architecture. Develop solutions based on Contact Center technology and artificial intelligence platforms. We are seeking self-motivated forward-thinking Solution Architect with deep technical knowledge and hands-on experience in analyzing, designing, installing, administering, maintaining, and troubleshooting hardware and software applications.Major Duties and Responsibilities:* Responsible for Designing, installing, implementing, and maintaining voice systems and integrations with hardware and software systems. Responsibilities include, but are not limited to, the following:* Implement best practices and secure processes for Contact Center IVR.* Design and implement monitoring capabilities.* Design and implement integrated solutions using cloud based Artificial Intelligence Platforms.* Understanding of Google Dialog Flow web-hooks, Agent Development and creation of Context and IntentsAdditional Job DescriptionMinimum Qualification:* Experience designing and maintaining Avaya Contact Center architecture and capacity forecasting.* Bachelor's Degree in information technology, Computer Science, Software Engineering, or equivalent.* Should have 6-8 years of in-depth hands-on experience in 5 or more of the following technologies: Avaya Aura Experience Portal, Natural Language Speech IVR applications, deep knowledge of middleware- CTI, Telephony Infrastructure, Avaya Session Manager, Call Back Assist, SMS, Chat Automation, IVR Deflection, Speech To Text.Preferred Qualifications:* Familiar with Google Cloud Platform products and services, Contact Center Artificial Intelligence Solution, and machine learning.* Familiar with systems used within the enterprise Avaya Contact Center Platforms.Benefits OverviewThe goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:* Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;* Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;* Company and matching contributions to 401K savings plan to help you save for retirement;* Global recognition program for peers and lea

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