Applications Manager

CENTRAL BANCOMPANY, INC. • Columbia, MO

5h

About The Position

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.

Requirements

• 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
• 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.
• Strong analytical and problem-solving skills required.
• Average typing skills are required.

Nice To Haves

• Previous experience in the call center environment preferred or other equivalent background.

Responsibilities

• Maintaining and improving customer service via automated business processes and tasks.
• Interfacing with call center management and Central Technology Services to analyze, develop, test, and put into production software platforms and technologies.
• Identifying patterns to implement templates to improve delivery of content to customers on an ongoing basis.
• Designing and developing solutions utilizing automation technologies including large language models, interactive voice assistants (IVA's) and generative artificial intelligence.
• Maintaining technical responsibility for content delivery on an ongoing and timely basis.
• Analyzing, understanding, and documenting business processes in detail where required.
• Providing needed support during development, testing, implementation, and production.
• Working closely with CTS and implement change requirements as part of a structured change control process.
• Creating and maintaining solution documentation.
• Providing consultation for functional and technical expertise in areas including solution design, development, testing and risk identification/mitigation.
• Creating and documenting regression test procedures and scenarios.
• Monitoring activity to improve and enhance customer experience, making corrections where needed.
• Supervising up to 2 support staff members or interns.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager