Data Analyst II

3 weeks ago


Myrtle Point, United States AVA Consulting Full time

Description:

AI Business Systems Analyst

Job Description

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join client

a company you can be proud to be with.

The role:

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 an 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.

Job 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 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 conversational experience

Work with partners to incorporate new features to support corporate initiatives

You have:

Must have:

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 analysis and solutions with partners

Experience in a customer service or a contact center environment

Comfort operating in global environments across cultures, locations, and time zones

Preferred:

Hands-on experience with Kore.ai BotBuilder, Google Dialogflow CX, or some other conversational AI creation environment

Strong abilities in sketching, mocking up, and evaluating interaction designs

Experience with Generative AI and Large Language Models

Desire to learn and grow conversation design skills #J-18808-Ljbffr



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