Applications Manager at CENTRAL BANCOMPANY, INC.

Columbia, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workflow-based Logic, Business Analysis, Hands-on Configuration, Automated Processes, Communication, Documentation, Analysis, Evaluation, Problem Solving, Logical Route, Error Source, Self-Starter, Adaptability, Teamwork, Analytical Skills, Prioritization Skills

Industry

Banking

Description

Responsible for maintaining and improving our customer service via automated business processes and tasks. The Applications Manager will interface with both call center management and Central Technology Services to analyze, develop, test, and put into production software platforms and technologies. These platforms include Five9, Observe AI, Inference Studio, google Dialogue Flow, and Upstream Works Knowledge Base along with any other software purchased to improve our employee and customer experience. Identify patterns to implement templates to improve delivery of content to customers on an ongoing basis. Design and develop solutions utilizing automation technologies including large language models, interactive voice assistants (IVA's) and generative artificial intelligence by working closely with call center management and staff to ensure a positive customer experience; maintain technical responsibility for content delivery on an ongoing and timely basis; analyze, understand, and document the business processes in detail where required; provide needed support during development, testing, implementation, and production; work closely with CTS and implement change requirements as part of a structured change control process; create and maintain solution documentation; provide consultation for functional and technical expertise in areas including solution design, development, testing and risk identification/mitigation; create and document regression test procedures and scenarios; and monitor activity to improve and enhance customer experience, making corrections where needed. Supervises up to 2 support staff members or interns. Qualifications Understanding of workflow-based logic and the business process from a workflow diagram and to conceptualize it as an automated solution; collaborate with both call center and CTS teams; willingness and ability to blend business analysis with hands-on configuration of automated processes; the ability to learn quickly and progress rapidly from theoretical exercises to application; good communication skills with the ability to produce clear and concise documentation; an aptitude for analysis, evaluation, and problem solving with the ability to take a logical route to the source of an error; a self-starter who delivers high quality work and can adapt to new challenges and projects, either on their own or as part of a team; and strong analytical and prioritization skills with an ability to handle competing demands and priorities. A college degree (technical or related field preferred) or an equivalent combination of education and professional level related technical experience. Previous experience in the call center environment preferred or other equivalent background. Strong analytical and problem-solving skills required. Average typing skills are required.

Responsibilities

The Applications Manager is responsible for maintaining and improving customer service through automated business processes, interfacing with call center management and technology teams to develop and deploy software platforms. This role involves designing and developing solutions using automation technologies like LLMs and IVAs to enhance the customer and employee experience.