Virtual Agent (VA) Support lead
We are seeking a highly motivated Virtual Agent (VA) Support Lead to support AWS Lex implementations for chat bot support and automation.
The NC DHHS Application Portfolio Management Office (APMO) Enterprise Platform Services Group Virtual Agent (VA) Support Lead will provide advanced architect (lead technical expertise) support.
The VA Support Lead will utilize both business process and information technology (IT) background to analyze and support business processes and determine automation opportunities.
The individual will be a key player to support VA Solutions to automate business processes across various functions and support process efficiency and effectiveness using VA technologies from AWS Lex.
The VA Support Lead will work with the DHHS team to monitor and ensure the success of existing VA solutions in a multi-disciplinary and fast-paced environment.
Required
Experience:
3
years' experience building virtual agent solutions using Natural Language Processing (NLP) and Amazon Lex Virtual Agent.
Experience in Cloud formation scripts and compiling in services mode.
Experience in analytics/system metrics and Kibana Dashboard creation.
Experience in Cognito, Translate, Comprehend, Elastic Search and S3.
Experience in Node JS.
Experience in HTML/CSS.
Experience in Python Programming.
Experience translating mockups and prototypes into working applications.
Preferred
Experience:
Experience in Conversational Design or UX background.
Some degree of exposure to a major Enterprise Resource Planning (ERP) system.
Responsibilities:
Collaborate with business stakeholders, DHHS team members and IT colleagues in supporting and maintaining VA scripts in production.
Aid in tracking system updates that will affect existing VA scripts and work towards pro-active solutions.
Support process owners for VA-related issues and monitor project progress after implementation.
Assess and trouble-shoot VA scripts to create solutions in post-production when necessary.
Complete regular process reviews with DHHS team members for new developments and changes needed to existing processes including utterances when needed.
Support existing VA scripts within set controls and meeting all the compliance requirements.
Support implementation of best practices and other improvement initiatives with the goal of continuous improvement.
Aid in assessment on any process maintenance & time commitment for new requests by business stakeholders.
Support the DHHS team on any other project related deliverables.
Recommended Skills Amazon S3 Application Portfolio Management Automation Business Process Improvement Business Processes Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
The NC DHHS Application Portfolio Management Office (APMO) Enterprise Platform Services Group Virtual Agent (VA) Support Lead will provide advanced architect (lead technical expertise) support.
The VA Support Lead will utilize both business process and information technology (IT) background to analyze and support business processes and determine automation opportunities.
The individual will be a key player to support VA Solutions to automate business processes across various functions and support process efficiency and effectiveness using VA technologies from AWS Lex.
The VA Support Lead will work with the DHHS team to monitor and ensure the success of existing VA solutions in a multi-disciplinary and fast-paced environment.
Required
Experience:
3
years' experience building virtual agent solutions using Natural Language Processing (NLP) and Amazon Lex Virtual Agent.
Experience in Cloud formation scripts and compiling in services mode.
Experience in analytics/system metrics and Kibana Dashboard creation.
Experience in Cognito, Translate, Comprehend, Elastic Search and S3.
Experience in Node JS.
Experience in HTML/CSS.
Experience in Python Programming.
Experience translating mockups and prototypes into working applications.
Preferred
Experience:
Experience in Conversational Design or UX background.
Some degree of exposure to a major Enterprise Resource Planning (ERP) system.
Responsibilities:
Collaborate with business stakeholders, DHHS team members and IT colleagues in supporting and maintaining VA scripts in production.
Aid in tracking system updates that will affect existing VA scripts and work towards pro-active solutions.
Support process owners for VA-related issues and monitor project progress after implementation.
Assess and trouble-shoot VA scripts to create solutions in post-production when necessary.
Complete regular process reviews with DHHS team members for new developments and changes needed to existing processes including utterances when needed.
Support existing VA scripts within set controls and meeting all the compliance requirements.
Support implementation of best practices and other improvement initiatives with the goal of continuous improvement.
Aid in assessment on any process maintenance & time commitment for new requests by business stakeholders.
Support the DHHS team on any other project related deliverables.
Recommended Skills Amazon S3 Application Portfolio Management Automation Business Process Improvement Business Processes Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
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