AI Systems Analyst II

2 weeks ago

San Jose, California, United States ACL Digital Full time
AI Systems Analyst II

Job Overview:

Are you ready to join a forward-thinking organization that values innovation, creativity, and teamwork? At ACL Digital, we are dedicated to shaping the future of technology and enhancing the way businesses operate globally. We invite you to be part of a dynamic team that is committed to creating an inclusive and ambitious work culture.


Position Summary:

We are on the lookout for an AI Systems Analyst II who will play a crucial role in redefining customer self-service interactions. This position focuses on leveraging AI-driven conversational platforms to elevate the customer experience.

Your primary responsibility will be to design and implement conversational interfaces that enhance both customer self-service and agent productivity solutions. Collaborating closely with a talented group of Product Managers, Engineers, and business stakeholders, you will delve into user insights to craft seamless and impactful experiences.


Key Responsibilities:
  • Identify and document customer pain points and potential opportunities within chat-enabled self-service channels.
  • Quantify these opportunities to develop new features and enhance user experiences.
  • Collaborate with Conversational Designers to create user-friendly conversational flows that guide customers toward relevant solutions.
  • Assess existing capabilities and integrate workflow automation into the conversational experience to facilitate self-service.
  • Support the development and enhancement of the Conversational NLU model.
  • Monitor and optimize the performance of conversational interfaces.
  • Work with partners to integrate new features that align with corporate objectives.

Qualifications:
Essential Skills:
  • Hands-on experience in developing, training, and fine-tuning Natural Language Understanding (NLU) models.
  • Proficiency in analyzing the performance of automated self-service platforms through statistical and bulk session analysis to identify areas for improvement.
  • Experience in generating performance reports to track key performance indicators (KPIs).

Familiarity with productivity tools:
Microsoft, Google, etc.

  • Proven ability to articulate, negotiate, and refine analyses and solutions with stakeholders.
  • Experience in customer service or contact center environments.
  • Comfortable working in diverse global settings across various cultures and time zones.

Preferred Qualifications:
  • Hands-on experience with BotBuilder, Google Dialogflow CX, or similar conversational AI development environments.
  • Strong skills in sketching, prototyping, and evaluating interaction designs.
  • Experience with Generative AI and Large Language Models.
  • A genuine desire to learn and enhance conversation design skills.

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