Conversational AI Solution Consultant - Conversation Design
Company: Genesys Cloud Services, Inc.
Location: Phoenix
Posted on: May 3, 2024
Job Description:
Genesys empowers more than 7,500 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experiences at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace
empathy and cultivate collaboration to succeed. And, while we offer
great benefits and perks like larger tech companies, our employees
have the independence to make a larger impact on the company and
take ownership of their work. Join the team and create the future
of customer experience together. Genesys empowers more than 7,500
organizations in over 100 countries to improve loyalty and business
outcomes by creating the best experiences for customers and
employees. Through Genesys Cloud, the #1 AI-powered experience
orchestration platform, Genesys delivers the future of CX to
organizations of all sizes so they can provide empathetic,
personalized experiences at scale. As the trusted, all-in-one
platform born in the cloud, Genesys Cloud accelerates growth for
organizations by enabling them to differentiate with the right
customer experience at the right time. We employ more than 6,000
people across the globe who embrace empathy and cultivate
collaboration to succeed. And, while we offer great benefits and
perks like larger tech companies, our employees have the
independence to make a larger impact on the company and take
ownership of their work. Join the team and create the future of
customer experience together. The SS&AI (Self Service and
Artificial Intelligence) Team is a Professional Services team
responsible for the design, development and testing of highly
customized self-service IVR and AI driven bot applications across
all Genesys platforms. In this role, candidate will get exciting
opportunities to work on the latest AI technologies to provide top
class CX using in-house Genesys bots as well as - Google, Amazon,
Nuance etc. Candidate must have experience as a conversational
designer for enterprise voicebots and chatbots. Services provided
by the candidate will include design consulting, team and project
leading, customer training, team education and running customer
workshops. In this role, you will often be working closely with our
customers (Business owners and technical SMEs), sales teams and
internal Genesys Agile teams and must have superb interpersonal and
communication skills, as well as the ability to work well within a
fast-paced environment with tight deadlines. This role is a senior
contributor with the ability to lead major self-service project
efforts through presales, discovery, design, and development, and
come up with IVR and bot interaction designs. The candidate should
have both breadth and depth of technical knowledge and experience
designing, analyzing and delivering IVR and bots (voice and chat).
You will also get the opportunity to work on intent model design
and development, working with natural language models, AI-driven
predictive routing, speech recognition, Generative AI, and IVR
Applications built for Genesys Cloud solutions spanning DTMF
through advanced speech and natural language applications with web
service integration to 3rd party platforms. The goal of the role is
always to provide the best customer experience for our customers
and partners. Responsibilities
- Participate in discovery process, leading the SS&AI team
efforts to understand customer needs and help identify, document
and estimate self-service solutions.
- Lead customer workshops to help design solutions using our
products using awareness of Genesys and 3rd party product
nuances.
- Create and maintain conversational design flows in alignment
with customer expectations for intent detection, speech
recognition, directed dialogue and hand off to agents.
- Present and demonstrate proposed IVR solutions as required.
This includes presentation of flows, adjusting and updating logic
as required. Perform knowledge transfer of the delivered solutions
at the conclusion of the engagement as necessary.
- Maintain and keep up to date with changes in Genesys
self-service technology and 3rd party bot platforms and associated
AI technologies supported by professional services.
- Work with Genesys technical teams and business partners to
design, develop and maintain Bots, IVRs and routing applications
for speech interactions and chat interactions.
- Create accurate development effort estimates in collaboration
with the sales team, sales engagement directors, team manager,
Professional Services project managers or regional managers.
- Work as a team player to the organization. Providing feedback
to the product organization about issues found in APIs, product,
documentation or architectures. Qualifications
- Hands on experience with conversational AI and professional
services projects in a technical capacity
- Proven ability to design and deliver enterprise AI bot
applications which include intent detection, speech applications,
routing and development experience in a variety of bot platforms
tools
- 5+ Years of experience with bot conversation design, including
voice bots
- Practical experience designing conversational IVR solutions in
tools such as Genesys Architect, Dialog Engine, Google Dialogflow,
Amazon Lex and Nuance Mix. Familiarity with the following is a
plus:
- Experience with grammar development or working closely with
speech scientists and with speech recognition engines.
- Experience architecting, developing and deploying bots
- GCP or AWS certification.
- Genesys Cloud certification. If a Genesys employee referred
you, please use the link they sent you to apply. About Genesys:
Every year, Genesys orchestrates billions of remarkable customer
experiences for organizations in more than 100 countries. Through
the power of our cloud, digital and AI technologies, organizations
can realize Experience as a Service our vision for empathetic
customer experiences at scale. With Genesys, organizations have the
power to deliver proactive, predictive, and hyper personalized
experiences to deepen their customer connection across every
marketing, sales, and service moment on any channel, while also
improving employee productivity and engagement. By transforming
back-office technology to a modern revenue velocity engine Genesys
enables true intimacy at scale to foster customer trust and
loyalty. Visit. Reasonable Accommodations: If you require a
reasonable accommodation to complete any part of the application
process or are limited in the ability or unable to access or use
this online application process and need an alternative method for
applying, you or someone you know may complete the for assistance.
Please use the Candidate field in the dropdown menu to ensure a
timely response. This form is designed to assist job seekers who
seek reasonable accommodation for the application process.
Submissions entered for non-accommodation-related issues, such as
following up on an application or submitting a resume, may not
receive a response. Genesys is an equal opportunity employer
committed to equity in the workplace. We evaluate qualified
applicants without regard to race, color, age, religion, sex,
sexual orientation, gender identity or expression,marital status,
domestic partner status,national origin, genetics,
disability,military andveteran status, and other protected
characteristics. Please note that recruiters will never ask for
sensitive personal or financial information during the application
phase. Compensation: This role has a market-competitive salary with
an anticipated base compensation range listed below. Actual
salaries will vary depending on a candidate's experience,
qualifications, skills, and location. This role might also be
eligible for a commission or performance-based bonus opportunities.
$99,000.00 - $194,300.00 Benefits:
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments More details about our company benefits
can be found at the following link: If a Genesys employee referred
you, please use the link they sent you to apply. About Genesys:
Every year, Genesys orchestrates billions of remarkable customer
experiences for organizations in more than 100 countries. Through
the power of our cloud, digital and AI technologies, organizations
can realize Experience as a Service our vision for empathetic
customer experiences at scale. With Genesys, organizations have the
power to deliver proactive, predictive, and hyper personalized
experiences to deepen their customer connection across every
marketing, sales, and service moment on any channel, while also
improving employee productivity and engagement. By transforming
back-office technology to a modern revenue velocity engine Genesys
enables true intimacy at scale to foster customer trust and
loyalty. Visit. Reasonable Accommodations: If you require a
reasonable accommodation to complete any part of the application
process or are limited in the ability or unable to access or use
this online application process and need an alternative method for
applying, you or someone you know may complete the for assistance.
Please use the Candidate field in the dropdown menu to ensure a
timely response. This form is designed to assist job seekers who
seek reasonable accommodation for the application process.
Submissions entered for non-accommodation-related issues, such as
following up on an application or submitting a resume, may not
receive a response. Genesys is an equal opportunity employer
committed to equity in the workplace. We evaluate qualified
applicants without regard to race, color, age, religion, sex,
sexual orientation, gender identity or expression,marital status,
domestic partner status,national origin, genetics,
disability,military andveteran status, and other protected
characteristics. Please note that recruiters will never ask for
sensitive personal or financial information during the application
phase.
Keywords: Genesys Cloud Services, Inc., Goodyear , Conversational AI Solution Consultant - Conversation Design, Professions , Phoenix, Arizona
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