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Create and deliver conversational flows, overseeing release management and quality assurance testing across multiple environments
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Leverage insights from key performance indicators and customer journey analysis to continuously optimize the end user experience.
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Collaborate with senior architects and business stakeholders to understand the business goals and objectives of a solution.
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Contribute to the design and development of Virtual Assistant, working closely with senior team members to ensure alignment with overall technology strategy.
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Support the integration of various components of the Virtual Assistant, ensuring seamless functionality and performance.
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Participate in the deployment of the Virtual Assistant, following established procedures and best practices.
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Provide ongoing maintenance and support for the Virtual Assistant, including fault identification, troubleshooting, and performance optimization.
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Contribute to the creation and maintenance of architectural documentation, including diagrams and specifications.
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Assist in identifying and managing solution costs, contributing to efficient resource allocation.
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Proactive and results-oriented: Embraces challenges with enthusiasm and a positive "can-do" attitude, consistently exceeding expectations.
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Innovative and solution-focused: Proactively identifies opportunities for improvement and contributes creative solutions to enhance efficiency and effectiveness.
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Customer-centric: Demonstrates a strong understanding of customer needs and leverages this knowledge to deliver exceptional service and build strong relationships.
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Analytical and detail-oriented: Meticulously gathers and analyzes information to effectively identify and resolve complex problems.
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Collaborative team player: Actively contributes to a positive team environment, fostering collaboration and contributing to shared success.
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Growth-minded: Actively seeks opportunities to develop new skills and apply them to enhance job performance and contribute to organizational goals.
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Undergraduate or Post Graduate degree in STEM
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5+ years of experience designing and maintaining customer-centric conversational experiences
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Expert in NLU design, preferably using Dialogflow CX or a similar platform
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Certification in SAFE Agile Practioner and SAFE Agile Product Manager/Product Owner is an asset
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Expert-level knowledge of Natural Language Understanding and Large Language Models
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3+ years of experience working with design platforms (e.g. Dialogflow CX)
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Experience working with data interchange formats, preferably JSON
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Knowledge of cloud computing services (GCP, Azure, etc.)
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Experience with AI/ML modeling would be a bonus
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Knowledge of the SAFE 5 Agile Operating Model, including the PI Planning Process
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Experience creating process-flow design diagrams to present to stakeholders to achieve buy-in
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Excellent written and verbal communication skills
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Experience conducting rigorous quality assurance and end-to-end conversational flow testing
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Ability to interpret insights from key performance indicators and customer-journey analysis to identify opportunity for continuous improvement
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Passion for AI-powered language models / chat bots, with a desire to stay current on evolving AI trends
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Knowledge of web accessibility principles
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· Experience working in an Agile operating model
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· Knowledge of Confluence and JIRA for cross-functional collaboration
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· Bilingual (French / English) would be an asset.
