Job Details
Summary:
We are 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 platform to deliver exceptional customer experience. You will be responsible for designing and developing conversational interfaces for Client's customer self-service and agent-facing productivity solutions. You will partner closely with an amazing team of Product Managers, 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.
Responsibilities:
Identify and document customer friction points and underutilized opportunities in chat-enabled self-service channels.Quantify opportunities that will evolve into new features and improved experiencesWork with our Conversational Designers to develop customer friendly, conversational flows to guide customers to relevant answers and self-service optionsEvaluate existing capabilities and various workflow automation into the conversational experience to enable customers to self-serveAssist with the development and improvement of the Conversational NLU modelMonitor and improve the performance of conversational experienceWork with partners to incorporate new features to support corporate initiatives
Must have Skills:
Hands on experience in the development, training and tuning of Natural Language Understanding (NLU) modelsExperience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunitiesExperience with producing performance reports to track KPIsExperience with productivity suites: Microsoft, Google, etc.Demonstrated experience in articulating, negotiating, and refining analysis and solutions with partnersExperience in a customer service or a contact center environmentComfort operating in global environments across cultures, locations, and time zones
Preferred Skills:
Hands-on experience with Kore.ai BotBuilder, Google Dialogflow CX, or some other conversational AI creation environmentStrong abilities in sketching, mocking up, and evaluating interaction designsExperience with Generative AI and Large Language ModelsDesire to learn and grow conversation design skills
Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate s qualifications, skills, competencies, competencies, experience, location and end client requirements).
Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.#J-18808-Ljbffr