Position: Performance Analyst
Company: EPAM Anywhere
Category: QA
Experience required: 3y
English level: upper

**Project Description:**
Customer Contact Framework is the project to improve customer experience through updating various channels (contact center experience, branch experience etc.) Application comprises modern Cloud technologies, Machine Learning, Facebook and Chatbot to reach the SBC customers via Facebook Messenger and Phone. It serves as a platform for both service requests and business growth. It is a first level support for customers to find essential information about the bank services, apply for a loan, report about fraud or resolve instant issues.

**Goals:**
Reduce workload for customer support agent calls and long waiting time for customer for small queries
Provide additional channels to customer on various queries and guided support with self directing process, which will help to reduce customer center call volume.
Improve customer experience of chatbot with replacing chatbot engine with advance AI/NLU based conversation AI
Quick and easy self-directed process with step-by-step detailed guide for customers
Provide a single way to access all actions and knowledge base in one platform

**Tech stack:**
Google Dialog Flow ES
Java Spring Boot & React
REST APIs / Microservices, Kafka Streaming
Genesys PureCloud and Genesys Platform API
Contentful API
PostgreSQL Database