Job description
Responsibilities
• This role can work remotely from anywhere within the U.S. and is primarily responsible for serving as a liaison between users and IT, defining business processes, and participating as a technical contributor on project teams
• As an NLU specialist, you will be responsible for optimizing the automated voice and messaging assistant (chatbot) for internal customers
• The role will provide ongoing NLU training on the chatbots to ensure improved intelligence and a frictionless user experience
• This role will partner closely with IT and HR contact center services with a collaborative development style and a focus on the user experience
• The role will contribute to creating natural language processing systems focusing on conversational technology, dialogue systems, and/or chatbot technology
• The position will conduct ongoing analysis of chatbot performance to provide optimization recommendations that deliver and exceed users' KPIs
• Completes work assignments by applying up-to-date knowledge in the subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback
• Develops requirements for process or system solutions within an assigned business domain(s) by interfacing with stakeholders and appropriate IT teams (for example, Solutions Delivery, Infrastructure, Enterprise Architecture)
• Develops an understanding of and executes requirements gathering methodologies to identify business, functional, and non-functional requirements (for example, SMART) within the designated business domain
• Assists in the development and documentation of comprehensive business cases to assess the costs, benefits, ROI, and Total Cost of Ownership (TCO) of proposed solutions
• Supports the evolution of applications, systems, and/or processes to a desired future state by building and leveraging an up to date understanding of how current processes impact business operations for assigned domain(s)
• Maps current state against future state processes
• Identifies the impact of requirements on upstream and downstream solution components
• Provides recommendations to team or department leadership on how to integrate requirements with current systems and business processes for assigned domain(s)
• Identifies value gaps and opportunities for process enhancements or efficiencies
• Supports solution design by researching how to help translate requirements into workable business solutions
• Identifies and recommends additional data and/or services needed to address key business issues related to process or solutions design
• Supports the evaluation of third-party vendors as directed
• Recommends regional and/or national process improvements which align with sustainable best practices, and the strategic and tactical goals of the business
• Supports continuous process improvement by participating in the development, implementation, and maintenance of standardized tools, templates, and processes across assigned business domain(s)
Qualifications
• Strong communication skills (verbal and written)
• Ability to appropriately prioritize and manage multiple projects simultaneously
• Desire to work in a fast-paced environment with the opportunity to learn and develop a wide range of skills
• 2 years of experience in conversational design as a Conversation Designer/Architect role (e.g. building bots, conversational AI)
• Experience presenting complex solutions to key customer stakeholders