The company is looking to solve the problem of achieving Zero-Touch Resolution in automated customer interaction channels, specifically in Conversational AI and Customer Experience, by defining how AI reasons, communicates, and takes action.
Requirements
- Hands-on experience with NLU platforms (Amelia, SoundHound, Google CCA / Dialogflow, Lex, etc.)
- Strong copywriting and dialogue writing skills for human-like AI interactions
- Analytical skills to identify top reasons for AI failures from large datasets
- Proficiency in flow design tools like Visio, LucidChart, Miro, or Voiceflow
- Experience in regulated industries
- Background in linguistics, UX writing, or psychology
- Experience implementing Generative AI / LLM features in enterprise environments
Responsibilities
- Design flows to achieve First Contact Resolution (FCR) in automated channels
- Ensure IVA & Chat systems fully solve customer problems, not just block them from agents
- Own the end-to-end conversational experience across voice and chat channels
- Blueprint complex, non-linear conversation flows handling ambiguity (e.g., “my bill is high”)
- Define “system persona” and craft prompts that are empathetic, concise, and brand-aligned
- Define API triggers and business logic enabling AI to execute tasks (process extensions, reset passwords, etc.)
- Review conversational logs to identify where AI misunderstood or frustrated users
Other
- High School Diploma or Equivalent
- U.S. Citizens and Green Card holders only
- Background Check Required: Yes
- Badge Access Required: Yes
- 5+ years in product management, conversational design, or digital customer experience
