Conversationail AI Designer

Job Responsibility:

Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions. More than contact center expert consulting, Inoria is about enriching the customer experience.

Why we need you:

The main objective of this role is to design, deliver and test Conversational AI solutions for Inoria's customers, for example:

ChatBots, VoiceBots, Virtual Assistants, Agent Assist workflows, etc.

This individual will act as the end-user advocate for client-facing Conversational AI solutions, working closely in a team setting with internal and client resources throughout the project lifecycle.

As part of Inoria's growing Conversational AI team, the Conversational AI Designer will play a strong role in building a foundation of internal knowledge, as well as working alongside Sales and technical teams with prospective and current clients.

Principal tasks and responsibilities include:

• Participate in UX research, UX project scoping, & client presentations as part of pre-Sales efforts
• Lead internal and client team members through UX Discovery, gathering requirements regarding client business goals, client end user goals & profiles, functional requirements, business rules, and system persona
• Produce and present written & audio VoiceBot sample interactions, ChatBot wireframes, and other requirements-driven prototyping deliverables
• Produce and present detailed UX specifications in alignment with requirements, scope & timelines
• Conduct usability and Wizard of Oz (wOz) testing, gather feedback and produce iterative design improvements
• Iterate, improve on designs based on UAT (User Acceptance Testing) results & feedback
• Analyze field tuning data, present design & NLU classification improvements to ameliorate success metrics, KPIs and ultimately the end-user experience
• Share knowledge, hold internal workshops, contribute to the inoria's Conversational AI knowledge base

Technical skills:

• Conversational AI Design experience with one or more of the main platforms available on the market, for example:
• Google DialogFlow, Amazon Lex, Nuance Mix, kore.ai, Parloa, Cognigy, etc.
• A portfolio with examples of VUI / ChatBot / VoiceBot client work

Qualifications and pre-requisites:

• Education: BA / BS or equivalent experience in human factors engineering, product interface design, linguistics, cognitive science, experimental psychology, or related field
• Great interpersonal and communication skills
• Strong analytical skills: perform detailed analysis of performance and trends to provide insight and recommendations
• Strong communication skills and the ability to develop and confidently deliver polished presentations to customers and internal teams
• Native English language skills. Functional knowledge of French is an important asset.
• Strong Microsoft Windows and Office suite skills. Microsoft Visio a plus
• Availability for travel to client sites within the US and Canada