Typical Day in Role:
• Train and optimize the chatbot’s NLU model in collaboration with Data Scientists
• Monitor and evaluate model performance, making iterative adjustments to improve accuracy and handle complex conversations
• Conduct rigorous testing to ensure the chatbot meets performance expectations
• Analyze user queries and conversations to identify patterns, trends, and areas for improvement
• Use data analysis techniques and coding skills to automate the process of identifying common pain points, misunderstandings, and gaps in the chatbot’s knowledge base
• Collaborate with conversational designers to refine conversation flows, improve response accuracy, and enhance the overall customer experience
• Identify opportunities for process improvement in the chatbot development and maintenance lifecycle
• Provide feedback and guidance to non-technical stakeholders on aspects related to AI training, chatbot performance, process improvement, and data analysis
Candidate Requirements/Must-Have skills:
1. 5-7+ years of data analysis and quality assurance experience
2. 1-2+ years of proven experience training a chatbot
3. Good understanding of machine learning and natural language processing (NLP)
4. Familiarity with agile methodologies
5. Familiarity with chatbot development platforms and tools (Google Dialogflow preferred)
Nice-To-Have Skills:
• Hands-on experience with Google Dialogflow
• Knowledge of conversational design techniques and best practices
• Coding skills in a relevant programming language (e.g., Python preferred)
• Experience with cloud computing platforms (e.g., AWS, Azure, GCP)
• Knowledge or previous training about process improvement methodologies like Lean Six Sigma, TQM, Reengineering, Value Stream Mapping
Soft Skills:
• Excellent communications skills to work well with various team members and stakeholders.
• Strong decision making, forward thinking and creative problem-solving skills
• Ability to work as part of a team, as well as work independently or with minimal direction.
Education:
• Post-secondary degree in business, engineering, data science, or linguistics, or a related field.