Job Title

Heres the impact youll make and what well accomplish together 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. Heres how Providing an outside-in view to help the team evolve. Demonstrate 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 Qualifications - Internal You're the missing piece of the puzzle if you have Experience with call center technology, Virtual Assistants and conversational voice and chat designs Experience with Google Dialogflo CX (Conversational Agent) Technical skillset - Knowledge of NLU, Generative AI, LLM A mindset for establishing high quality user and customer experiences Proficient in creating requirements end to end customer journey design documentation and translating them for your business partners, technical teams and other stakeholders A reputation as a self-starter who is willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely Are known for your strong analytical, creative thinking, decision making skills and could think outside the box to drive continuous improvement Valued for project management skills with a focus on quality and risk mitigation Superior conceptual, analytical, and problem-solving skills with the ability to strategize and interpret business objectives. Knowledge of telecommunications and contact centre technologies, services or products Familiarity / certification with agile methodology (SAFe, Scrum Alliance) Data analysis and measurements, the ability to leverage data to identify opportunities and optimize experiences. Proven history of excelling in a team-based, collaborative environment Capable and willing to learn, and someone who proactively researches new technology and recommends solutions to business challenges Great-to-haves A knack for continually improving processes and practices A positive, collaborative and friendly attitude The understanding required to quickly learn new technology and applications Previous experience with Genesys voice platform, Interactive Voice and Chat Virtual Assistants, Google Voice Platform, call routing protocols Database script development leveraging your SQL experience. Familiarity with Looker portfolio Experience with using JIRA for agile delivery