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.

#LI-FB2