Conversational Architect

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

As aConversationalArchitect you will be providing support to various stakeholder groups implementing new automated experiences for our customers while driving value for our business through improvements in our Voice (IVR) and Chat Bots. You will also work closely with our Product Owners and our stakeholders to identify new innovative solutions that optimize existing functionality and drive operational efficiencies. Collectively the passion and energy we have will enable us to transform highly complex technologies into great automated experiences for our team members internal and external customers.

Heres how

Providing an outside-in view to help the team evolve.

Demonstrate a passion to learn quickly and adapt to new technologies.

Approach design problems with a user-centered design methodology.

Discover and analyze business requirements being the advocate for the customer while also understanding existing technology capabilities.

Develop applicationarchitecturedesign for high complexity projects with emphasis on technicalarchitecture and implement solutions.

Participate in the review of detailed design specifications test plans and user documentation for functional and technical completeness and accuracy.

Bring creativity strong logic skills and the ability to work in a dynamic challenging and consultative environment.

Developing functional specifications design documents call flows andconversationalexperiences including the capability to design alternative solutions and evaluating them to choose the best approach.

Meet and collaborate with customers users and development partners to validate conceptual designs

Conducting ongoing proactive analysis of our virtual assistant quality and productivity performance

Creating grooming and maintaining the product backlog updating it on an ongoing basis following changes in business priorities

Qualifications - Internal

Youre the missing piece of the puzzle if you have

A mindset for establishing high-quality user and customer experiences

A reputation as a self-starter who is willing to operate nimbly to drive execution/to meet deliverables and experience working remotely

Strong analytical creative thinking decision-making skills and the ability to think outside the box to drive continuous improvement

Superior conceptual analytical and problem-solving skills with the ability to strategize and interpret business objectives.

Proven history of excelling in a team-based collaborative environment with a friendly attitude.

Ethical AI Principles: A solid grasp of the ethical considerations related to generative AI.

ConversationalDesign Expertise: Proven experience in designing and buildingconversationalflows for virtual agents including handling complex dialogs intents and state management.

Google Dialogflow CX Proficiency: Hands-on experience with the platform understanding its features and limitations.

Dialogflow CX Generators and Playbooks: Direct experience using the new generative features. Expertise in configuring and fine-tuning Generators. Experience in creating and chaining Playbooks.

Natural Language Understanding (NLU) and Natural Language Processing (NLP): Strong knowledge of NLU and NLP concepts.

Generative AI Concepts: A strong understanding of how large language models (LLMs) work including prompt engineering few-shot learning and managing model outputs.

Voice and Chat Channel Experience: Expertise in designing for both voice and chat.

API and Integrations: Ability to integrate the virtual agent with backend systems and APIs.

SQL/BigQuery: The ability to write and optimize SQL queries to retrieve customer data from databases and analyzeconversationallogs in BigQuery.

Great-to-haves

Telecommunications Industry Knowledge: Familiarity with the telecommunications industry and common customer support use cases.

Cloud Functions: Proficiency in using Google Cloud Functions to create webhooks that connect Dialogflow CX to external systems and databases.

Python or : Experience with Python or for building custom webhooks and backend logic.

Data Analysis: Ability to analyzeconversationaldata to identify areas for improvement.

Project Management: Experience with project management methodologies such as Agile and related tools like Jira.

UX/UI Design Principles: A good understanding of UX/UI design principles for a seamless user experience.

Previous experience with Genesys voice platform Interactive Voice and Chat Virtual Assistants Google Voice Platform and call routing protocols

Familiarity with the Looker portfolio

The understanding required to quickly learn new technology and applications