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Optimizing Omni-Channel with AI/ML
Project info
- Period27.11.2025 - 31.05.2026
- Capacityfrom 95%
- Daily rate750 - 830€
- LocationMontabaur, Germany
- Languages
- German(Advanced),
- English(Advanced)
- German
- Remotefrom 95%
Description
The overall goal is to implement the "Optimizing Omni-Channel with AI/ML" project within the specified timeframe with the defined resources and requirements. In this context, the further development of the NV Agent Assist, the creation of AI use cases, and their implementation are to be supported.
- Advising on the further development of the NonVoice Assist (agent-facing AI product in the Assist and Automation division)
- Analyzing and defining required data streams to provide additional information for the AI assistant
- Assessing integration options and evaluating commercial impacts
- Designing use cases along transaction flows that include the new information/data and implementing or embedding them into existing (service) subprocesses
- Designing the integration of these use cases into the existing IT infrastructure and expanding their applications by linking along processes and flows
- Documenting solution approaches and analyses using Confluence
- Defining use cases in JIRA or, if needed, in Excel for upload to JIRA
- Presenting commercial aspects in a management presentation
Requirements
- Knowledge of customer service / contact center operations
- Understanding of omni-channel strategies and their technical execution
- Ability to identify, evaluate, and prioritize AI potentials in an omni-channel context
- Experience designing and implementing AI use cases, including business value analysis
- Experience in developing and optimizing AI-driven assistance systems (e.g., NV Agent Assist)