As the technology firm that created the mobile world and a rich history of 145 years of building ground-breaking solutions and innovative technologies supported by 60,000+ patents, Ericsson has made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you are welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team.

Ericsson Enterprise Wireless Solutions (BEWS) is the group responsible for leading Ericsson’s Enterprise Networking and Security business. Our growing product portfolio spans across wide area networks, local area networks and enterprise security. We are the #1 global market leader in Wireless-WAN based enterprise connectivity solutions and are growing fast in enterprise Private 5G networks and Secure Access Services Edge (SASE) solutions.

How Will You Contribute to the Company?

Ericsson Enterprise Wireless Solutions is expanding its Global Service & Support systems & tools capabilities. We seek an energetic and progressive professional who is proficient in Conversational/Generative AI system administration for highly technical omni-channel tools and analytics.  The position is for the person who wants to focus their energy toward building and maintaining a high-quality, effective and efficient functional unassisted self-help solutions utilizing knowledge base AI and ML within the AWS Platform.  This is an opportunity to utilize the latest technologies in the development of chatbots, voice bots, translation, and other self-help technology solutions. Each solution design will incorporate the creation of workflows and processes to integrate with the Salesforce, knowledge base, as well as skills-based routes interacting with the Amazon Connect telephony system as part of the Support Process & Capabilities Team.  He or she must have experience designing and implementing solutions in diverse technological platforms. 

What Will You Do?

• System administration, design, code, integration, and maintenance of omni-channel technical solutions within the Global Service & Support organization, including, but not limited to; chatbots, voice bots, knowledge base solutions (such as Salesforce), cloud-based Amazon Connect contact center telephony, case management systems, and other tools as growth and technology advances dictate 

• Provide technical guidance and architectural recommendations for designing, building, testing, deploying, and maintaining highly available and scalable analytic solutions 

• Perform coding/programming tasks to specification and in accordance with development standards and in accordance with the approved architectural design

• Research, design, build, test, deploy, and maintain chatbot and voice bot processes, knowledge base maintenance and curation, telephony integrations, and solutions to enhance the technical support organization 

• Create analytic environments from defined architectures  

• Participate in all phases of development, deployment, implementation, and maintenance activities 

• Integrate logic and understanding of support operations, specifically technical customer support; apply that understanding to develop highly functioning unassisted self-help solutions  

• Participate in code testing to ensure workability, completeness, and quality 

• Perform code promotion (when application) to ensure the synchronization of all environments 

• Participate in and contribute to peer design reviews and design sessions 

• Research, evaluate and identify new technologies for implementation to meet corporate goals

• Conduct performance tuning, process improvement, and automation of analytic solutions 

• Provide ongoing implementation/production administration 

• Create and maintain technical specifications documentation 

Qualifications

Minimum Qualifications:

• Bachelor’s Degree or equivalent experience & education 

• Seven to ten (7-10) overall years of professional experience 

• Five to seven (5-7) years of design, development, deployment, & administration experience within technical omni-channel & telephony, chatbots, voice bots, unassisted self-help solutions, knowledge base creation, and curation 

• Five to seven (5-7) years of experience enhancing the customer experience through automation  

• Three to five (3-5) years of hands-on experience building and maintaining unassisted self-help solution