Expert, Conversational Artificial Intelligence

Company Description
**Be part of the journey**

Come aboard a committed and human company that needs you

Why should you join our team? We offer the pride of working for a local company with an international reach, with professionals who are passionate about travel You will evolve in a stimulating telecommuting environment where team cohesion is paramount. And of course, you will take advantage of our travel benefits to discover our destinations on board the best leisure airline in North America
- 5 floating vacations;
- Group insurance;
- Flexible telecommuting up to 100%;
- Upon hiring, 2 airline tickets to Transat destinations and unlimited standby tickets;
- A dynamic team and a wide variety of tasks and responsibilities;
- The opportunity to grow in a world renowned company.

**Job Description**:
The Conversational Artificial Intelligence Expert’s mandate is to optimize our existing chatbot designed to serve our customers, and to recommend, scope and validate the proper implementation of any other conversational AI solution.
With a passion for operational optimization and best-in-class customer experience, you will collaborate with business stakeholders and vendors to craft meaningful voice and messaging experiences for different user populations through user-centered virtual assistants (VA).
The incubent will remain the authority on best practices in VA design and will lead the efforts to establish a AI Center of Excellence in the organisation.

Reporting to the E-commerce Director, the Conversational AI Expert will contribute to the achievement of the business objectives of their sector in terms of Customer Satisfaction (CSAT) and operational optimizations. She/He listens to others, is autonomous, data-driven and must demonstrate a customer-first mindset and positive attitude.
- Enhance user effectiveness of existing chatbot and search tools
- Collect, clean and analyze client conversation logs and bot flow data to
- discover useful patterns, identify opportunities for growth, pain points, factors of delight, etc.
- Lead discovery sessions and interviews with business stakeholders and users to gain insight on users, their intents and their natural language tendencies.
- Optimize NLU by simplifying dialogs while properly answering the users’ intents
- Implement and provide guidance on best practices to the internal AI Centre of Excellence
- Engage with internal clients to find opportunities to automate business processes through conversational tools (voice or messages)
- Translate user and business needs into recommendations to build user-centered digital assistants
- Establish AI KPIs, continuously monitor performance, report on progress and define improvement strategies for virtual assistants
- Make recommendation on the human, material and financial resources required to effectively execute the work

**Qualifications**:

- 3-5 years experience designing and writing natural dialog flows for AI, machine learning, or chatbot tools
- Experience with Interactive Voice Response (IVR) systems and chatbots solutions
- Experience with NLU/NLP platforms (knowledge of Dialogflow an asset)
- Excellent knowledge of user-centered design and Web Content Accessibility Guidelines (WCAG)
- A positive, customer-first and solution-oriented approach
- Programming skills in Python and SQL (an asset)
- Contact center and/or customer service experience a plus
- Ability to analyze and synthesize
- Bilingual, French and English
- Autonomy, flexibility and resourcefulness

Additional Information
**#LI-Hybrid**

**#LI-MY1**

**Employment Equity