Post-Doctoral Researcher for Personalised Multilingual Customer Care
Post status: Contract up to December 2012
Department/Faculty: Knowledge & Data Engineering Group, SCSS
Location: O'Reilly Institute
Salary: €37,750 to €40,003 p.a.
Closing Date: 12 noon on 27th February 2012
Designing and evaluating tools that underpin a personalised support framework which is part of a commercialisation effort in the area of customer care.
Background to the Post:
The Centre for Next-Generation Localisation is an SFI CSET with specific expertise in the areas of Digital Content Management and Customer Care. As part of the project, several demonstrator systems were developed which are designed to apply cutting-edge technology to real industrial problems. One such system, Personalised Multilingual Customer Care (PMCC) is the subject of an Enterprise Ireland Business Partners grant with the objective of spinning out a commercial enterprise.
The PMCC system presents users with a personalised, multi-faceted view of support content which is tailored to their requirements, and which can source specific solutions from user forums, technical content and the general web. This system has been shown to be effective at providing more useful answers for users, with higher satisfaction and confidence in the results offered.
This project will investigate the development of tools to support the integration of enterprise content and software into the PMCC environment. Specifically, there is a need to develop effective tools for importing technical content, as well as creating integration points for Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and other tools used by enterprises.
Standard duties of the Post
Design, development and evaluation of tools to support enterprise content management for PMCC support.
Investigation of intergration modalities for PMCC with standard ERP, CMS and CRM systems relevant to large enterprises.
Some possible tools to be developed / adapted might include:
- Ontology/vocabulary editors
- Content tagging and editing tools
- Web Crawler interfaces
Prior experience of semantic / personalisation tools is desired but not required. The role will include training in relevant technologies.
PhD in Computer Science, Engineering or other technical discipline
Knowledge & Experience
Up to two years' experience in software development desirable
Technical Skills & Competencies
- Python / Ruby
- Knowledge of Ontologies
- Knowledge of XML
- Ability to prioritise and plan work to meet deadlines
- Good analysis and problem-solving skills
- Excellent oral and written communication skills
Additional Skills and Competencies
Oral communication: Convincing and confident manner when speaking to others; Come across as welcoming and approachable.
Written communication: Documents free of grammatical and punctuation errors; Clear, concise and error-free writing; Use resources when unsure of proper spelling, punctuation or grammar; Emails and memos clear and to the point; Use formatting effectively to highlight key information.
Interpersonal skills: Ability to interface effectively with students and staff both within the Department and across the wider College Community; Foster good working relationships; Cooperate with others;
Conscientious: Accurate in their work and ensures details are completed.
Deadline-oriented: Can handle multiple tasks simultaneously and meet deadlines.
Resourceful: Work under own initiative, know where to find information/help and problem solve.
Flexibility: Can operate flexibly within a busy work environment; can shift focus when required; Assist beyond normal work hours when a need arises
Team Worker: Ability to operate effectively as part of a team – tolerant, cordial and willing to help others, shares work and information; establishes rapport with others.
Analytical Skills: Ability to identify a problem and propose solutions. Motivated: a ‘can do’ attitude, commitment to the department with the aim of contributing to its on-going development.
Candidates should submit a cover letter together with a full curriculum vitae to include the names and contact details of 3 referees (email addresses if possible), by email to: