Job Description
The Digital Contact Center - Chatbot development team within Personal Lines Technology (PLT) is responsible to develop chatbot/virtual assistant solutions for the customer and agency channel. The primary goal of the chatbot is to reduce the human effort involved in helping customer/agency users with their inquiries. You must be capable of working in a highly dynamic and distributed team.
Our Client is looking for a candidate with solid interest in designing conversational experiences delivered via Chat/Messenger bots, Virtual Assistants, Lex chatbots etc. and has a proven ability to explain complex issues in clear, non-technical language.
Responsibilities:
• To build chatbots, Virtual Assistants, Natural Language Processing (NLP) services and service integrations
• Lead designer to create consumer and agents-facing Intelligent virtual assistant/chatbot with focus on delivering great customer experience
• Partner with the business analysts to understand and assess use cases - including the context, the topics, and the types of questions they expect users to ask the Virtual Assistant and implement the “intents” that define the conversation interaction - along with the associated “dialog flow”, “utterances” “entities” “business rules” and so forth.
• Analyze use cases and conversations to identify new topics and unanswered questions to automate via Chatbot solutions
• Develop mockups of flows and prototypes leveraging tools like Botmock to secure end user feedback before building the features in the chatbot
• Lead and participates in daily site, cross-site, and product team standups
• Lead and participates in retrospectives; demonstrating and encouraging each participant to provide feedback with empathy
• Capable of developing software using test driven development concepts
• Can establish and follow continuous integration, continuous delivery, and continuous deployment pipelines and practices
• Works well with 3rd party vendors, external consultants, and other team members
Essential Criteria:
• A college degree or equivalent experience in Computer Science or similar field, including a solid understanding of Computer Science fundamentals
• 3+ years’ experience developing voice and/or text conversational flows for virtual agents or virtual assistants involving Amazon Lex, Dialogflow or RASA.
• 2+ years of experience in Entity extraction and Intent optimization.
• Experience with Natural Language Processing (NLP), Natural Language Understanding (NLU) , machine learning and related fields
• Excellent written and verbal communication skills and the ability to work fast
• Ability to learn new systems quickly and effectively
• Experience with web service APIs (REST, SOAP ZP etc.) is a plus
• Ability to quickly analyze complex systems and solve problems
• Basic understanding of SDLC (software development lifecycle) and agile delivery methodologies
• Strong analytical, problem-solving and technical skill
• Experience collaborating with AI engineers and other relevant team Members
• Experience with requirements gathering and articulation
Location: Chicago, IL
Posted: Sept. 22, 2024, 5:48 a.m.
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