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Data Analyst II

1 month ago

Anchorage, United States Aditi Consulting Full time
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.

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

Must have Skills:
  • 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 Skills:
  • 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

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, 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.

Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human-based decision making in employment decisions.