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.
