AI-Powered Conversations : Leveraging NLP and Bots in CCaaS Platforms

Job Description

This is a remote position.

Job Title : AI-Powered Conversations Specialist – NLP & Bot Integration (CCaaS Platforms)

Job Type :  Freelance

Location :   Remote

Duration : Standard(project Based)

Job Description :

We are seeking an experienced AI-Powered Conversation Specialist with expertise in Natural Language Processing (NLP) and Conversational AI Bots within CCaaS (Contact Center as a Service) environments. The candidate will be responsible for designing, developing, and deploying intelligent conversation flows, integrating AI bots, and optimizing customer experience across omnichannel communication platforms.

Key Responsibilities :

Design and implement AI-driven conversational workflows for CCaaS platforms (e.g., Genesys Cloud, Amazon Connect, Twilio Flex, Five9, etc.).

Develop, train, and fine-tune NLP models for intent recognition, sentiment analysis, and entity extraction.

Integrate conversational bots with CRM, IVR, ticketing systems , and chat channels (voice, chat, WhatsApp, email).

Collaborate with product and CX teams to enhance customer engagement through intelligent automation.

Monitor bot performance, analyze metrics, and optimize bot accuracy and response time .

Implement speech-to-text (STT) and text-to-speech (TTS) solutions using AI frameworks.

Work with APIs and webhooks to connect AI chatbots with third-party applications.

Ensure data privacy, compliance, and secure handling of customer interactions.

Required Skills & Experience :

Strong knowledge of NLP frameworks (Dialogflow, Rasa, IBM Watson, Microsoft Bot Framework, LUIS, etc.).

Hands-on experience in CCaaS platforms (Genesys Cloud, Twilio Flex, Amazon Connect, or similar).

Proficiency in Python / Node.js for AI bot development and integration.

Familiarity with cloud services (AWS, Azure, GCP) and API integrations .

Experience in machine learning model training , intent classification , and entity extraction .

Understanding of speech analytics , voice bots , and sentiment analysis tools.

Strong knowledge of REST APIs , webhooks , and JSON / XML formats.

Excellent analytical, problem-solving, and communication skills.