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Nuestros equipos operan en la vanguardia tecnológica digital, trabajando no solo para resolver desafíos empresariales complejos, sino también para enriquecer nuestras comunidades personales, profesionales y locales.\n\n\n\nNuestros sistemas diseñados específicamente proporcionan las herramientas que necesitas para prosperar en un mundo donde los gobiernos exigen mayor visibilidad, informes más rápidos y un mayor control sobre los procesos empresariales. ¿Entusiasmado con las posibilidades? ¡Nosotros también!\n\n\n\n¡No te preocupes si no cumples con todos los requisitos; igual postúlate! Nos enfocamos en contratar a las personas adecuadas, no solo al \"currículum\" adecuado. No se trata de lo que hayas hecho antes; se trata de lo que eres capaz de hacer aquí.\n\n\n**El trabajo que realizarás:**\n\n\n\nComo Analista Senior de Soporte y Optimización de IA en Sovos, liderarás iniciativas para mejorar y escalar nuestras operaciones de soporte al cliente mediante la implementación avanzada y la optimización de IA. Trabajando dentro de nuestro departamento de Soporte al Cliente, te centrarás en diseñar soluciones impulsadas por IA que aumenten significativamente la capacidad de soporte manteniendo o mejorando la calidad. Desarrollarás marcos para medir la eficacia de la IA y promoverás la mejora continua de nuestras capacidades de soporte automatizado, creando una experiencia más ágil y eficiente para nuestros clientes.\n\n\n*Más específicamente, tú:* \n\n\n* Desarrollarás e implementarás estrategias para escalar las operaciones de soporte al cliente mediante tecnologías de IA, diseñando y supervisando la implementación de nuevas capacidades de soporte impulsadas por IA, incluyendo reconocimiento de intenciones, análisis de sentimientos y asistencia predictiva\n* Crearás marcos para medir el impacto de la IA en la capacidad, eficiencia y calidad del soporte, liderando proyectos para aumentar las tasas de automatización y el éxito de contención dentro de los sistemas de IA\n* Identificarás patrones en los volúmenes de soporte y necesidades de los clientes para mejorar proactivamente las capacidades de IA, colaborando con equipos de ciencia de datos e ingeniería para mejorar modelos de IA basados en datos de interacciones de soporte\n* Desarrollarás e implementarás marcos de gobernanza para sistemas de IA en el soporte al cliente, creando paneles completos que muestren la contribución de la IA al alcance y eficiencia del soporte\n* Mentorizarás a analistas junior y proporcionarás orientación técnica en proyectos de automatización de soporte, liderando iniciativas transversales para integrar soluciones de IA en todos los canales de soporte\n\n\n**Lo que necesitamos de ti**\n\n\n* Título universitario en Ciencias de la Computación, Ciencia de Datos, Análisis Empresarial o campo relacionado\n* 3+ años de experiencia en operaciones de soporte, implementación de IA o optimización de la experiencia del cliente\n* Experiencia en planificación de capacidad, estrategias de escalado de soporte y conocimiento de métricas y indicadores de rendimiento del soporte al cliente\n* Pensamiento estratégico sobre oportunidades de automatización y capacidad de soporte, con comprensión de la optimización del recorrido del cliente mediante IA\n* Excelentes habilidades comunicativas orales y escritas, incluido dominio del inglés y capacidad para traducir conceptos técnicos complejos para diversas audiencias\n* Habilidades para la resolución de problemas y toma de decisiones, junto con capacidades de liderazgo y mentoría de equipos\n* Debido a obligaciones contractuales con clientes, al candidato seleccionado se le pedirá que supere una verificación de antecedentes y una prueba de drogas tras su contratación\n\n\n**¿Qué te ofrece Sovos?**\n\n\n\nHerramientas para mejorar tu vida, porque queremos que disfrutes de tu vida fuera y dentro del trabajo.\n\n\n* Tiempo libre flexible\n* Beneficios integrales de salud\n* Vales de comida para ayudarte con gastos alimenticios\n* Días libres de reuniones cada dos semanas\n* Programas de mentoría\n* Programas globales de formación y desarrollo reconocidos internacionalmente\n* Club virtual de inglés a través de Rosetta Stone, ¡y mucho más!\n\n\nSovos es un empleador que ofrece igualdad de oportunidades, comprometido en proporcionar un entorno que celebre la diversidad y donde existan oportunidades laborales iguales para todos los solicitantes y empleados. No discriminamos por raza, color, religión, origen nacional, edad, sexo, estado civil, discapacidad física o mental, condición de veterano, identidad de género, orientación sexual ni ninguna otra característica protegida por ley. En Sovos, se anima a todos los empleados a ser auténticos en el trabajo.\n\n\n**Antecedentes de la empresa**\n\n\n\nSovos es un proveedor global de soluciones y servicios de impuestos, cumplimiento y confianza que permiten a las empresas navegar con verdadera confianza en un mundo cada vez más regulado. Diseñadas específicamente para capacidades de cumplimiento continuo, nuestras soluciones escalables basadas en TI satisfacen las demandas de un panorama regulatorio global en evolución y complejo. La plataforma de software basada en la nube de Sovos ofrece un nivel sin igual de integración con aplicaciones empresariales y procesos gubernamentales de cumplimiento.\n\n\n\nMás de 100.000 clientes en más de 100 países, incluyendo la mitad de las empresas de Fortune 500, confían en Sovos para sus necesidades de cumplimiento. Sovos procesa anualmente más de tres mil millones de transacciones en 19.000 jurisdicciones fiscales globales. Fortalecida por un sólido programa de socios con más de 400 miembros, Sovos ofrece una red global incomparable para empresas de diversos sectores y geografías. Fundada en 1979, Sovos tiene operaciones en América y Europa, y es propiedad de Hg y TA Associates. 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