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Conversational Experience Designer

Conversational Experience Designer

 

They say you only get one chance to make a great first impression.  At Wysdom we’re here to change that. We exist to help our clients make a great first impression with their customers – over and over again!

 

Conversation is the new user interface (UI). It will power everything from self driving cars to gadgets around your home. For a conversational UI to satisfy customers it requires continuous improvement.  Wysdom creates and manages the smartest virtual agents on behalf of our clients. 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.

 

Wysdom is a fast growing, venture-backed start-up and led by a team of serial entrepreneurs with a history of building great teams and products. We make sure Wysdom is a place that employees can learn, grow, have fun, and achieve excellence.

 

Fit is everything for us.  We believe in hiring for attitude, skills, and potential.  We offer lots of autonomy and flexibility to be excellent at delivering value and hitting goals. If you’re an entrepreneurial, results oriented person, who doesn’t shy away from a challenge, you’re going to enjoy working here.  Are you who we are looking for?

 

You are the right fit if you are a highly energetic and successful Conversational Experience Designer. Wysdom is committed to slowing climate change by removing our team’s personal commute, so has become a fully remote company and this position can be located anywhere in Canada.

 

What is a Wysdom Conversational Experience Designer? 

 

Behind every fantastic AI-based solution is a team of brilliant people with a passion for helping clients deliver an amazing customer experience. Your core role will be to design and build Conversational AI solutions for our clients.

 

But what will I actually be doing? 

 

You will be part of our Center of Excellence team and work closely with our clients designing Conversational AI chatbots for them. The day-to-day role will entail designing, building, testing, and analyzing customer conversational flows on various Conversational AI platforms. You will work with Conversational AI platforms, in-house tools and use various prototyping to design, build and improve Conversational AI deployments to help elevate the experience our clients are able to provide to their customers. Finally, there will be opportunities to improve our processes, develop new technics, and create best practices for various process on different Conversational AI platforms.

 

Additional roles-specific tasks include:

  • Conduct UX research and define the problem space/requirements by helping clients make appropriate trade-offs between optimal user experience, compliance and legal requirements, and technological limitation
  • Prototype conversational flows 
  • Leverage AI, NLP, analytics, and automation to push the boundaries of conversational ai bots for our clients
  • Design, develop and evolve user conversational flows for resolving specific customer inbound issues or proactively engaging with the end customer for specific use cases
  • Analyze clients’ conversation logs to discover useful patterns, applying the knowledge to conversational flow designs
  • Create robust test plans that cover all the possible scenarios
  • Conduct analyses of real usage data to inform UX efforts 
  • Drive root cause analyses to respond to UX performance issues.
  • Develop and modify existing testing scripts in Python
  • Triage and fix issues discovered through testing
  • Plan and coordinate implementations of best practices across client deployments

 

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

 

 About You 

  • Experience in designing and developing conversational AI applications and/or virtual assistants
  • Experience building chatbots on platforms such as Azure Bot Services, Dialogflow, Amelia, Rasa, Chatfuel, Salesforce, Zendesk, Intercom, Facebook, etc. would be considered a big asset
  • Knowledge and experience with natural language understanding/processing systems (you know what an intent, utterance, and named entity is)
  • Analytical abilities to understand end-user experience in order to optimize it
  • Technical knowledge of the fundamentals of conversation, speech, and language technologies 
  • Strong writing and communications skills
  • Above-average Microsoft Excel / Google Sheets skills
  • Passion for delivering amazing results
  • Strong attention to detail
  • Analytical thinker with strong problem-solving skills
  • Working knowledge of Python or other programming languages is an asset
  • English is required and French would be considered an asset
  • You hold a Masters in Linguistics or an equivalent degree in Artificial Intelligence

 

What’s it like to work at Wysdom?

 

Ask our employees why they’re proud to be here and they’ll tell you that we’ve worked hard together to build a successful, values-based business. We work hard at employee appreciation and open communication through regular staff events and meetings.  

 

We offer a highly competitive compensation package including full company-paid benefits from your first day, and a stock option program to ensure you share in our future growth.

 

Wysdom is committed to cultivating, promoting, and growing a diverse and inclusive workforce where we operate as One Team with One Focus. We are passionate about building a culture of collaboration among team members with varied pasts and perspectives who then empower us to reach our full potential, fueling innovation and creativity.  We strive to champion diversity, equity, and inclusion for all in everything we do.

 

Now that’s Wysdom!  

Head here to read more about what it is like to work at Wysdom.

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