AI Business Systems Analyst (US-Based Applicants Only)

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,

The role:

We are seeking an AI Business Systems Analyst/NLU 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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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,

The role:

We are seeking an AI Business Systems Analyst/NLU 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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.