Data Analyst II
Job Description:
• AI Business Systems Analyst
The Role:
• Client is seeking an AI Business Systems Analyst to help us define new and improved customer self-service experiences that harness the capabilities of an AI-driven, conversational voice platform to deliver an exceptional customer experience.
• You will partner closely with an amazing team of Product Managers, Conversational Designers, Engineers and business partners and get inside the heads of our users to shape extraordinary experiences that are easy to use, to the point, and wow our customers.
• Bring your creative ideas, and help us develop groundbreaking, engaging conversations.
Job Responsibilities:
• Identify and document customer friction points and underutilized opportunities in voice- and/or chat-enabled self-service channels.
• Quantify opportunities that will evolve into new features and improved experiences
• Work with our Conversational Designers to develop customer friendly, conversational flows to guide customers to relevant answers and self-service options
• Evaluate existing capabilities and various workflow automation into the conversational experience to enable customers to self-serve
• Assist with the development and improvement of the Conversational NLU model
• Monitor and improve the performance of the IVR
• Work with partners to incorporate new features to support corporate initiatives
You have:
• Experience with conversational flow design in Kore.ai, Google Dialogflow, Nuance Mix, or similar platforms
• Hands on experience in the development, training and tuning of Natural Language Understanding (NLU) models
• Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities
• Experience with producing performance reports to track KPIs
• Experience with productivity suites: Microsoft, Google, etc.
• Demonstrated experience in articulating, negotiating, and refining design solutions with partners
• Strong abilities in sketching, mocking up, and evaluating interaction designs
• Experience in a customer service or a contact center environment
• Comfort operating in global environments across cultures, locations, and time zones
Note:
• Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce?
• Want to shape how millions of people buy, sell, connect, and share around the world?
• If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join Client – a company you can be proud to be with.
• This is a backfill for the position previously filled by Gowtham Bommisetty.
• Client is looking for someone with stronger NLU/ASR and intent/trait tuning and training background.
• Ideal candidate will have experience working within large global enterprises, IVR (and/or voice bot) experience, someone in the US/working US hours.
Pay Range: $40 - $44
The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.
