Conversational AI Analyst, NLP/NLU

Job Summary

Responsible for optimizing our automated voice and messaging assistant (chatbot) for our Advisor and Operational customers . The role will provide ongoing NLU training on the chatbots/IVR bot to ensure improved intelligence and a frictionless user experience. Contribute to creating natural language processing systems focusing on conversational technology, dialogue systems and chatbot technology. Develops requirements for process or system solutions within an assigned business domain(s) by interfacing with stakeholders and IT teams (for example, Solutions Delivery, Infrastructure, Enterprise Architecture). The position will conduct ongoing analysis of chatbot performance to provide process optimization recommendations, strategy development, industry trends, competitive analysis, and company positioning that deliver and exceed our users KPIs.

Essential Duties and Responsibilities

• Knowledge of best practices in designing/developing user centric omnichannel conversational experiences involving chat, text or voice. Experience configuring Intents, Entities, Events, Context, Response Text/SSML response and fallbacks. Strong understanding of sentiment analysis, personality insight, Text to Speech, Speech to Text.

• Experience in architecting and building AI powered chatbot applications.

• Knowledge of cloud platforms (AWS)

• Integrate APIs using Java and Python

• Hands on builder experience, able to learn through building and reduce solution ambiguity through targeted prototype development and testing

• Communicate relevant project information and defend point of view to stakeholders, both corporately and in the field using visualization techniques (Visio, Excel or Qlik, Tableau).

• Serves as operation point of contact for various projects to drive project execution.

• Collects, analyzes, makes specific recommendations, and presents information pertaining to proposed programs to meet the business and strategic goals for the company.

• Experience in development and documentation of comprehensive business cases, reports and tools to assess the costs, benefits, ROI, and Total Cost of Ownership (TCO) of proposed solutions.

• Proficient at collaborating and building trusted relationships across Pharmacy & Retail Operations, IT, legal and regulatory, process improvement teams, and others, to develop operational solutions.

• Coaches, mentors, guides, and provides oversight to less senior Business Analysts.

• Strong operational and analytical skills. Ability to describe trends and provide insight on future offerings.

• Exceptional communications skills, with a proven capability for public speaking, professional writing, and active listening.

Educational/Previous Experience Requirements

Education/Previous Experience

• Minimum of a Bachelor’s degree in Computer Science, MIS or related degree and five (5) years of relevant experience or combination of education, training and experience.

• Bachelor’s Degree and at least 1 year of experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions; OR, High School Diploma/GED and 4 years of experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

• At least 1 year of experience querying databases (for example: SQL, Golden, Business Objects, EDW, SAS, Redshift, Oracle and/or SQL Server).

• Experience in identifying operational issues and recommending and implementing strategies to resolve issues and problems.

• Experience communicating the impact of business analysis results to business leaders.

• Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).

• Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).

• Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).

Preferred Qualifications

• Master’s Degree or MBA.

• Bachelor’s Degree.

• Financial Industry Experience.

• NLU/NLP experience

• UX/UI design experience for chatbots/virtual assistants

• Demonstrated ability to draw insights from user data and use them to drive product improvements and optimization (Chatbot, IVR)

• Experience with cloud-based machine learning platforms

• Proficient in one or more object-oriented programming languages (Java, Python, C#, C/C++)

• Proficient in debugging UIs, using Dev tools and XHR requests reading JSON

Schedule: Full-time

Shift: Day Job

Travel: No