Conversational Architect

As a Conversational Architect, 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.

·  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 application architecture design for high complexity projects, with emphasis on technical architecture, 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, and conversational experiences, 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

·  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.

·  Conversational Design Expertise: Proven experience in designing and building conversational flows 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 analyze conversational logs in BigQuery.

·  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 analyze conversational data 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