Project specification
Project expertise
Description
The overall goal is to implement the "Optimizing Omni-Channel with AI/ML" project within the specified timeframe with the defined resources and requirements. In this context, the further development of the NV Agent Assist, the creation of AI use cases, and their implementation are to be supported.
- Advising on the further development of the NonVoice Assist (agent-facing AI product in the Assist and Automation division)
- Analyzing and defining required data streams to provide additional information for the AI assistant
- Assessing integration options and evaluating commercial impacts
- Designing use cases along transaction flows that include the new information/data and implementing or embedding them into existing (service) subprocesses
- Designing the integration of these use cases into the existing IT infrastructure and expanding their applications by linking along processes and flows
- Documenting solution approaches and analyses using Confluence
- Defining use cases in JIRA or, if needed, in Excel for upload to JIRA
- Presenting commercial aspects in a management presentation
Requirements
- Knowledge of customer service / contact center operations
- Understanding of omni-channel strategies and their technical execution
- Ability to identify, evaluate, and prioritize AI potentials in an omni-channel context
- Experience designing and implementing AI use cases, including business value analysis
- Experience in developing and optimizing AI-driven assistance systems (e.g., NV Agent Assist)
Not applying this time?
Get notified about similar projects matching your experience.
Frequently asked questions
The project is based in Montabaur, Germany.
The project preferably starts in November 2025 and is planned to end in May 2026 (6 months).
The project requires a commitment of 95 - 100% capacity (full-time).
The project offers 95 - 100% remote work.
The project offers a daily rate of 752 - 832€ which breaks down to an hourly rate of 94 - 104€/h.
The project requires the following languages: German (Advanced) and English (Advanced).
The project is related to the following industries: Information Technology and Professional Services.
The project covers the following business areas: Customer Service, Information Technology, and Product Development.
Yes! Recommend a freelancer for the project and earn 30% of FRATCH's profits every time they get placed — for the duration of that project. Simply share your invite link with a colleague to get started.
To apply for the project, click the Apply button on the project page to submit your profile for review. We will forward your resume to the client and get back to you within a few days.
Join other experts who are already part of our network
