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Conversational AI Designer and Analyst

  • Responsibilities
    • Collaborate with stakeholders to design conversational flows and components to increase call center efficiency while maintaining a positive user experience.
    • Own the end-to-end delivery of new conversational AI and technology feature implementations.
    • Collaborate with vendors and IT resources to implement, test, monitor and maintain designs.
    • Design test cases for conversational flows.
    • Partner with data engineering and analytics to measure and track impact and ROI of new implementations.
    • Monitor and review the conversational AI production system and triage issues for support.
    • Review and provide insight into impact of fixes and updates. 
    • Research latest conversational design principals, capabilities and best practices to provide insight into system changes.
    • Work with technical teams to document and create requirements for technical components needed to buildout the conversational IVR.
    • Work with analytics and use analytical skills to determine new self-services and functionalities to build to drive ROI.
    • Create user experience designs involving generative AI.
    • Document requirements from external IT and business teams to deliver on end to end solutions.

 

  •  Experience
    • 3-5 years designing conversational systems
      • Experience with IVR/voice is a plus.
    • Proficiency in at least one object-oriented programming language: Python, Java, etc.
    • Experience defining and evaluating API’s.
    • Experience defining and evaluating database design and knowledge sources as it relates to product implementation.
    • Fluency in English and knowledge of North American culture, intonation and interaction styles.
    • Speech analytics experience.
    • Experience working with technical and non-technical audiences.
    • Experience breaking business requirements into technical requirements.
    • Experience with generative AI and LLM’s preferred.

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