Contact Energy Looking for Product Specialist – Automated Channels at Mount Victoria, Wellington Full Time

Kōrero mō te tūranga | About the role

We’re on a major growth trajectory. Mid-transformation of our Retail, Generation and Trading business, we have a digital-first focus on operational excellence that makes this a very exciting time to join as we strengthen our technology, data and delivery capabilities, adopt new ways of working, and shape our culture for greater agility, innovation and customer obsession.

In this newly created role as Product Specialist for Automated Channels, you’ll get to work at the forefront of some of our most exciting digital innovations, helping rebuild our Voice IVR and establish other customer journeys (like live chat). Collaborating with teams and other developers, you’ll use Artificial Intelligence and NLP technologies to design, develop, test, deploy, and maintain Virtual Assistants across our channels.

Reporting to the Head of Intelligent Automation (a great guy), you’ll join a kickass Digital team whose focus is on delivering and supporting virtual assistants across our customer communication channels to identify and automate key customer journeys and, in doing so, ensure our customers get what they need seamlessly, and our Contact whānau are freed up to get stuck into other mahi that matters.

A lot of this will be contact centre work. When we get into a support model with voice bots and chat bots, are the algorithms working correctly? Are we picking up the right intent to answer their questions upfront? Your expertise will play a key part in evolving that model, and we’ll help you to evolve at the same time, with opportunities to upskill in other automation tools and processes, as well as a solid training budget for conferences and courses.