Overview
Skills
Job Details
Job Title: Conversational Designer
Location: Malvern PA Remote/Hybrid/Onsite
Duration: 12+ Months
Role Specific Responsibilities Include:
This role will be working with a broader team to conceptualize conversational design and opportunities to improve the contact center experience. This cross-functional team is responsible for applying automation and AI technologies, primarily conversational AI (chatbots), to define, design, and refine a frictionless end-to-end service and support experience for our students.
Expertise will include strong contextual writing abilities, envisioning end-to-end learning experiences utilizing conversational AI as the primary interface. This is a hands-on role that requires expert creative and conversational scripting skills that allow users to have effective and engaging conversational experiences via conversational AI design practices, tools, and technology. The contributions of this role will grow to help define and shape a new conversational design practice within Strategic Education.
Essential Duties & Responsibilities:
- Engage and develop user stories for proposed and existing conversational interaction experiences to support new products or enhancements, and deploy solutions at scale.
- Design conversational stories, task flows, and mockups.
- Spearhead copywriting of a new language, rewriting existing language from FAQ and SOPs, creative conception, and overall intent library management.
- Collaborate with IT development, quality and conversation analysts, and business partners to create an enhanced conversational experience through design and analytics and conversational quality validations.
- Creation and management of entities.
- Assist in the development of guidelines, best practices, and resources to assist in conversational design.
- Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the personality and voice of the virtual agent.
- Apply concepts and practices related to Natural language Processing/Understanding and conversational design.
- Effectively communicate both internally and externally.
- Deep knowledge of conversational design and proven experience.
- Experience utilizing Kore.ai or similar tools (e.g DialogFlow) to build conversational experiences.
- Ability to meet deadlines and communicate the status of assignments; unwavering focus on details, yet comfortable with tight deadlines.
- Experience extracting insights based on student feedback from satisfaction surveys, conversational flows, and help-ticket cases.
- Analytical experience.
- Ability to collaborate with remote and cross-functional groups.
- Problem solving; ability to overcome obstacles with a positive resolution.
- Curiosity and willingness to learn new skills related to applying conversational design and new technologies to improve the student experience and service.
- Using imagination to redefine how we service our customers in the easiest way possible.
- 1-2 years of experience focused on conversational design.
- 6 months to 1 year of experience with conversational AI frameworks such as kore.ai, DialogFlow, Rasa, Amazon Lex, or Microsoft LUIS/Bot Framework.
- Design experience within the product for conversational AI.
- Expertise in conversational design best practices and analytics that can help guide design.
- Understanding of Client and conversational structure.
- Understanding of product life cycle and creation of content, intents, entities, cards, carousels, etc.
- Bachelor's degree or higher required from an accredited institution.
- NLP and/or conversational design certifications (preferred).
- Must have the flexibility to work more than 40 hours per week when business needs warrant.
- Must have the ability to work remotely.
- Access information using a computer.
- Effectively cope with stressful situations.
- Strong mental acuity.
Why work with us - At Net2Source, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit inwith an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand outwith opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management, and beyond.
Equal Employment Opportunity Statement:
Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.
Awards and Accolades:
- America's Most Honored Businesses (Top 10%)
- Awarded by USPAAC for Fastest Growing Business in the US
- 12th Fastest-Growing Staffing Company in the USA by Staffing Industry Analysts in the US (2020, 2019, 2020)
- Fastest 50 by NJ Biz (2020, 2019, 2020)
- INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% of companies make it to this list).
- Top 100 by Dallas Business Journal (2020 and 2019)
- Proven Supplier of the Year by Workforce Logiq (2020 and 2019)
- 2019 Spirit of Alliance Award by Agile1
- 2018 Best of the Best Platinum Award by Agile1
- 2018 TechServe Alliance Excellence Awards Winner
- 2017 Best of the Best Gold Award by Agile1(Act1 Group)
Thanks,
Vijay Dhull
Sr. Technical Recruiter
Ext.905
Address: 270 Davidson Ave Suite 704, Somerset, NJ, 08873
Website: