Job Summary :

In this position, you would be joining our fast-growing contact center team that thrives on innovation, growth, and development. As a Conversation Design Analyst, you would be working closely with the AI design team to develop chatbot content ensuring a positive user experience you will be gathering data to support new use cases and improve current AI features. You would be using user-centric design methodologies to design effective, innovative, and natural conversational experiences to enhance customer experiences via IVR and chat-based continuously. You would use web-based diagramming applications allowing you to outline and visualize your work prior to being implemented. You would be pulling raw data from our AI platform, cleaning data values, and creating visuals to support changes.

Job Duties and Responsibilities :

• Discover and create relevant content by networking with outside departments including but not limited to scheduling center, RCM, field support, IT, HR, Risk Management, and Telecom

• Create natural flowcharts and diagrams mocking up conversation designs.

• Review and provide feedback on other designer's work. Prioritize design work to meet project goals and deadlines.

• Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps.

• Process quality checks on IVR and chat use cases, validating the flow of conversation for accuracy and functionality while mapping errors.

• Clearly articulate your vision, strategy, and design to cross-functional teams and executive stakeholders.

• Collaborate with UI Designers, Project managers, Telecom, and IT teams to oversee product from start to launch, then QA follow ups.

• Give and solicit feedback from team members to continually increase content quality and user containment.

• Pull data from multiple sources to develop recurring and one-time reports.

• Create reports that provide insight into key data points.

• Build visual dashboards that provide insights and use data to tell a story.

• Apply industry knowledge to interpret data and improve performance.

• Regularly examine data and reports to ensure consistency and accuracy.

• Seek to automate the creation and distribution of reports creating operational efficiencies.

• Provides daily, weekly, and monthly agent reporting.

• Assists with any additional ad hoc reporting requested.

• Additional assignments maybe required depending on company needs.

Minimum Qualifications :

• Bachelor’s degree or work experience equivalent

• At least 1+ year of experience with AI and / or AI conversational content

• Previous experience with conversational designer tools such as LucidChart, Vizio, and Miro

• Attention to Detail: Able to maintain accurate records and notes communicating what is needed in a thorough and comprehensive manner.

• Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talks easily with all levels of employees; listens well

• Detail oriented.

• 2+ years in Advanced Excel andSQL

• 1+ year in BI Tool such as Tableau Preferred Qualifications :

• Marketing background a plus

• Call center background a plus