Jr. Business & Technology Analyst - Omnichannel

Axos Bank•San Diego, CA

2d•$30 - $30

About The Position

We are seeking a motivated and tech-savvy individual to join our team as a Junior Omnichannel Technology Specialist. This role offers an exciting opportunity to learn and work across multiple customer engagement platforms, including Five9 and Google CCAS tools such as Dialogflow. You will support both production issues and platform enhancements, while gaining hands-on experience with low-code/no-code solutions and custom integrations. Cross-train on all Omnichannel platforms, including: Five9 telephony platform Google CCAS suite, including Dialogflow Conversational Agent Provide production support and troubleshoot platform issues. This may include: Cloud Logging, Dialogflow logs, monitoring dashboards, IVR connection issues or outages. Assist with enhancements and configuration changes to improve functionality. This may include: new playbooks and flows within Dialogflow, webhook integrations, new call campaigns and IVR scripts, new integrations via API from Five9. Collaborate with business stakeholders to deliver value-driven solutions. Participate in building custom integrations and code where applicable. Work with low-code/no-code tools for rapid development and automation. Stay up to date with the latest advancements in AI, which includes experimenting with new features in a lower environment.

Requirements

Bachelor’s degree in Computer Science, Information Technology, CIS, Data Science, Artificial Intelligence or a related field
Familiarity with: MySQL (basic database queries and management) Python (scripting and automation) JavaScript (basic coding for integrations) Data formats: JSON, JSONL, CSV Database querying and data transformation
Ability to effectively troubleshoot issues by reviewing error handling, logs, and debugging systems
Strong interest in learning new technologies, especially Google CCAS tools
Creative thinking with the ability to develop innovative solutions to complex problems
Ability to clarify ambiguous objectives by breaking projects down into component pieces
Excellent verbal and written communication skills; ability to communicate both strategically and technically
Ability to handle multiple projects and deliver quality outcomes within short time frames

Nice To Haves

Exposure to cloud-based platforms, such as Google Cloud, or contact center technologies
Experience with API integrations or RESTful services.
Understanding of Omnichannel customer engagement strategies.
Experience working with cross-functional technology teams
Experience working in an agile / scrum environment
Experience with environmental management (dev, staging, production)

Responsibilities

Cross-train on all Omnichannel platforms, including: Five9 telephony platform Google CCAS suite, including Dialogflow Conversational Agent
Provide production support and troubleshoot platform issues. This may include: Cloud Logging, Dialogflow logs, monitoring dashboards, IVR connection issues or outages.
Assist with enhancements and configuration changes to improve functionality. This may include: new playbooks and flows within Dialogflow, webhook integrations, new call campaigns and IVR scripts, new integrations via API from Five9.
Collaborate with business stakeholders to deliver value-driven solutions.
Participate in building custom integrations and code where applicable.
Work with low-code/no-code tools for rapid development and automation.
Stay up to date with the latest advancements in AI, which includes experimenting with new features in a lower environment.

Benefits

Medical, Dental, Vision, and Life Insurance
Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
HSA or FSA account and other voluntary benefits
401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

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