The Wisemen team seeks an experienced Customer Experience (CX) Specialist to join our Conversational Channels team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants to give customers support without the need for human intervention. The CX Specialist will create an extraordinary customer experience across voice and digital-based customer engagement channels featuring natural language capabilities. As a CX specialist, you'll support customer experience requirement generation and gathering, process design, testing, reporting, and analyzing customer conversational flows. You will work closely with Product, User Experience, Engineering, and other stakeholders to enhance the customer experience.
Key Responsibilities:
Work closely with Line of Business (LOB) customers, vendor support teams, engineering and Project Management staff to define, deliver, and refine conversational AI experiences that are effective, engaging and consistent across all modalities. Work closely with Project Management team to ensure all technical tasks are addressed and the correct groups are engaged. Conceptualize and iterate on end-to-end designs for conversational user interfaces and content. Perform analysis of conversation paths and flows to identify opportunities and inform the future. Designs and refines the production dialog flows. Create a deep understanding of LOB, customers, and conversational applications to engage as Subject Matter Expert (SME) across assigned applications. Act as primary business interface to external technology and service partners supporting conversational AI implementations. Offer Subject Matter Expertise and best practices related to conversational application design, standards, and processes. Educate internal colleagues and stakeholders to understand the key concepts of conversation design. Can articulate currently deployed integrations or future to-be-deployed integrations. Create robust test plans for User Acceptance Testing (UAT) to ensure deployed applications meet requirements. Manage/Lead the triage of issues discovered through testing and track through issue resolution. Work toward continual process improvement based on deliberate measurement, data analytics, and insights. Drive root cause analyses to respond to CX performance issues. Qualifications and Skills
Experience with the lifecycle of Vas/chatbots/voicebots and understanding of conversation and user-design and VA dialog flows. Experience developing and conducting user testing and research. Experience establishing and analyzing CX Metrics. Strong organizational and communication skills, including a background in designing and crafting customer-facing communications. Excellent eye for detail/understanding of each step of the conversation design process. Analytical skills and experience in solving business problems leveraging data. Possess the flexibility to work both independently and in a sophisticated team setting. Experience owning and executing initiatives with minimal direction (independent, proactive, and "can-do" attitude). Comfortable working in a fast-paced, fluid environment, handling a variety of assignments and technologies. Ability to manage multiple priorities as well as demanding timeframes and deadlines. Effective leadership and influencing skills in the application of Conversational AI About Wisemen Multimedia, LLC: Founded in 2010, we are a minority owned, HUBZone certified, small business concern and GSA Schedule holder, based in Atlanta, GA. As an enterprise solutions provider, we offer a wide range of consulting and solutions development services designed to help you deploy the right resources at the right time the first time. With decades of experience, our leadership team leverages modern technology and future concepts to deliver our flagship services with excellence. We specialize in helping commercial clients enhance their capabilities while improving operational efficiency, and we champion efforts to help modernize agencies and reduce government burden.We value all employees and job candidates as unique individuals, and we welcome the variety of experiences they bring to our company. As such, we have a strict non-discrimination policy. We believe everyone should be treated equally regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other characteristic protected by law.Wisemen Multimedia LLC ("Wisemen") is seeking qualified candidates to fill several full-time, part-time, and intern positions. Wisemen embraces diversity and strongly encourages all qualified individuals, including people of varied ethnicity, gender identity, sexual orientation, and physical abilities, to apply, especially if you live in a Historically Underutilized Business Zone (HUBZone). Please copy and paste the link below and enter your home address to determine if you live in a HUBZone.
