- 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.
- 3-5 years designing conversational systems
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