Job Description
We are seeking a Conversational AI Design Specialist, NLP/NLU professional for a direct hire/permanent role. 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.
This department provides support and services for all IT Contact Center voice and data-related needs. 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.
Essential Responsibilities:
- 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).