🛠 Tech Stack

💼 About This Role

You'll coordinate the implementation and development of NLU in IVR and chat channels, forming business requirements and tasks for IT teams. You'll monitor NLU KPIs, such as Recognition Rate and Resolution Rate, and drive customer experience improvements across voice and digital channels. This hybrid role at Kyivstar offers flexible work, social benefits, and career growth.

🎯 What You'll Do

• Coordinate NLU implementation in IVR and chat channels
• Define business requirements and assign tasks to IT teams
• Develop linguistic models, launch and adapt intents
• Monitor and analyze NLU KPIs

📋 Requirements

• 2+ years in contact center, digital channels, IVR/chatbots, or CX/CJ
• Understanding of customer service and automation processes
• Analytical mindset with experience in service quality metrics

✨ Nice to Have

• Experience with IVR and chat platforms
• Knowledge of intent design and NLU tools
• Cross-functional collaboration experience

🎁 Benefits & Perks

• 🏖️ Flexible schedule and hybrid work
• 💼 Social benefits beyond basics
• 📈 Career development programs
• 🧠 Mental and emotional support for you and family
• 🎖️ Veteran support programs