Conversational Channels Specialist

Descripción de la oferta

ROLE SUMMARY
In this role, you will oversee the planning, deployment, and optimization of Verizons conversational channels, including AI-driven chatbots, messaging apps, and social media support. Youll ensure these channels deliver seamless, on-brand customer interactions and contribute to a true omnichannel experience.
KEY RESPONSIBILITIES
1. Omnichannel Strategy - Develop a roadmap for implementing and unifying chat, messaging, and social media support channels in Verizons contact center. - Align channel strategy with Verizons customer service objectives and brand guidelines.
2. Chatbot & NLP Integration - Work with AI and NLP engines (e.g., Dialogflow, IBM Watson, Amazon Lex) to enhance chatbot capabilities and ensure accurate intent recognition. - Integrate chatbot solutions with backend systems to provide real-time information and selfservice options.
3. Conversation Design - Collaborate with UX and conversation designers to create intuitive user journeys and engaging dialogue flows. - Conduct usability testing to refine scripts and improve user satisfaction.
4. Platform Monitoring & Optimization - Track key metrics such as containment rate, user satisfaction, and response times. - Conduct data-driven refinements to enhance platform performance and user engagement.
5. Cross-Functional Collaboration - Coordinate with Verizons IT, operations, and product teams to ensure channel functionality aligns with business needs. - Serve as a subject matter expert (SME) in conversational AI best practices.
QUALIFICATIONS & SKILLS
B2+, C1 english
Bachelors degree in Computer Science, or related field (or equivalent experience).
Practical experience with chatbot frameworks (e.g., Dialogflow, IBM Watson) and AI/ML-driven solutions.
Familiarity with conversation design principles and omnichannel contact center strategies.
Strong data analysis capabilities (experience with analytics tools, KPIs, etc.).
Excellent project management skills, with the ability to lead cross-functional initiatives and manage vendor relationships.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional

Palabras clave: especialista

Hace 5 días

Acerca de Allied Global

Compañía de servicios BPO, KPO, especializados en servicio al cliente bilingüe para clientes en el exterior. Tecnología y desarrollo de software. Soluciones empresariales a la medida de cada cliente.

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