Conversational AI Specialist

  • Remote
  • Full Time
  • Mid Level

We are looking for a great Conversational AI Optimization Specialist to join Wysdom.AI – a fast-growing Conversational AI company helping businesses offer their customers natural language AI solutions that deliver automated customer service and support over chat, through smart devices, search, or on the phone.

Wysdom is the world’s only conversational AI that gets optimized every day, ensuring customers are getting the high-quality experience they expect. And it’s the only comprehensive conversational AI service around; with cutting-edge AI management tools, a massive library of AI training assets, and an AI optimization practice to ensure the customer’s solution performs at its best. Established in 2012, we’re trusted by leading brands and offer our solution to clients in North America, Latin America, and Europe. 

We do all the work for enterprises as their business evolves, from discovery and design to set-up and follow it up with optimizing our client’s customer experience.  Our customer’s only job is to tell us what matters to their customers and what matters to them.  We’ll take it from there, while providing the ongoing insights on how Wysdom is shaping the experience of the enterprise’s customers.  

The Wysdom platform is built on a state-of-the-art NLP infrastructure, complemented with the tools, data and people to ensure successful operation of the suite of Wysdom products.


What is a Wysdom.AI Conversational AI Optimization Specialist? 

Behind every amazing AI-based solution is a team of really smart people, with a passion for helping clients deliver an amazing customer experience. Your core role will be to build AI solutions which showcase the performance of the Wysdom solution. 


As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments. 


Our clients are some of the top brands in the world. You will get a chance to be a part of how these companies are transforming their business to create a world-class digital experience for their customers.


But what will I actually be doing? 

The day-to-day role will entail designing, building, testing and triaging customer conversational flows. You will work with our Conversational AI platform, our operational tooling and use various scripting technologies (Python, Javascript and SQL) to build and improve our AI deployments to help elevate the experience our clients are able to provide to their customers. This involves analyzing user data to discover useful patterns, ensuring all pathways in the conversations perform as expected, triaging issues and fixing them. You will develop comprehensive test plans for internal use and with our clients.  A significant part of the role will also be applying learnings and best practices of conversation designs across our client base. Finally, there will be opportunities to improve our AI processes and drive real change in our platform through developing tools and processes to streamline AI training. 


You will also work with our new Analytics toolset which provides a deep-dive view into agent and bot conversations. This will involve setup and configuration of the dashboards for your clients, presenting how to gain valuable insights and recommend changes to bot and agent interactions. You will gain exposure to best practices in customer support, conversationion design and business analytics through the configuration and delivery of this exciting new product!


In this role, you will implement and optimize Conversational AI chatbots and Analytics for Enterprise clients leveraging the latest AI and Machine Learning technologies. 


Additional roles-specific tasks include:

  • Analyze clients’ conversation logs to discover useful patterns, applying the knowledge to conversational flow designs
  • Build and deploy customer conversations
  • Configure and deliver Analytics and Operations tools for clients 
  • Create robust test plans that cover several scenarios
  • Develop and modify existing testing scripts in Python
  • Triage and fix issues discovered through testing 
  • Track and resolve issues through client acceptance testing
  • Plan and coordinate implementations of best practices across client deployments
  • Present business insights to clients based on Analytics tools and Virtual Agents


Beyond these day-to-day responsibilities, your sense of curiosity and analytical mindset will challenge you to dig deeper into the ways in which we can continually improve our solution, our success rate and the customer experience.


About You 

  • University degree in any discipline (STEM preferred)
  • Working knowledge of Python; you don’t need to be an expert or know how to code, but being comfortable in running a script is preferred
  • Experience with software development life cycle (SDLC) is an asset 
  • Storytelling; be able to craft stories using Excel / G Sheets
  • Passion for delivering amazing results 
  • High attention to detail 
  • Analytical thinker with strong problem-solving skills

If you are this close to the qualifications outlined above, we’d still love to hear from you! We have a team of humans that reviews every application, so please consider applying anyways.

About Wysdom.AI

Wysdom.AI is a venture-funded start-up and is led by an experienced team of serial entrepreneurs with a history of building great teams and products.  We offer a terrific work environment in all our offices, full company-paid benefits from your first day, and a stock option program, to ensure you participate in the growth we see ahead. Head here to read more about what it’s like to work at Wysdom.

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