- Work closely with Line of Business (LOB) customers, vendor support teams, engineering, and Project Management staff to define, deliver, and refine conversational AI experiences that are effective, engaging and consistent across all modalities.
- Work closely with Project Management team to ensure all technical tasks are addressed and the correct groups are engaged.
- Conceptualize and iterate on end-to-end designs for conversational user interfaces and content.
- Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows.
- Create a deep understanding of LOB, customers, and conversational applications to engage as Subject Matter Expert across assigned applications.
- Act as primary business interface to external technology and service partners supporting Conversational AI implementations.
- Offer Subject Matter Expertise and best practices related to conversational application design, standards, and processes.
- Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
- Have the ability to articulate currently deployed integrations or future to be deployed integrations.
- Create robust test plans for User Acceptance Testing (UAT) to ensure deployed applications meet requirements.
- Manage/Lead the triage of issues discovered through testing and track through issue resolution.
- Work toward continual process improvement based on deliberate measurement, data analytics and insights.
- Drive root cause analyses to respond to CX performance issues.
- 5 years with BS/BA. Additional years of experience maybe accepted in lieu of the degree.
- Experience with the lifecycle of Vas/chatbots/voicebots and understanding of conversation and user-design and VA dialog flows.
- Experience developing and conducting user testing and research.
- Experience establishing and analyzing CX Metrics
- Strong organizational and communication skills including background in designing and crafting customer facing communications.
- Excellent eye for detail/understanding of each step of the conversation design process.
- Analytical skills, experience in solving business problems leveraging data.
- Possess the flexibility to work both independently and in a sophisticated team setting.
- Experience owning and executing on initiatives with minimal direction (independent, proactive, and can-do attitude)
- Comfortable working in a fast-paced, fluid environment, handling a variety of assignments and technologies.
- Ability to manage multiple priorities as well as demanding timeframes and deadlines.
- Effective leadership and influencing skills in the application of Conversational AI.
- Must be a US Citizen or a Permanent Resident of the US/ Green Card Holder (must have 3 years of US residency on the Green Card)
- Must be able to obtain and maintain an MBI Clearance
- Active IRS MBI clearance
-
Customer Experience
2 weeks ago
Peraton Atlanta, United States Full timeResponsibilities · Peraton is seeking an experienced Customer Experience (CX) Specialist to join our Conversational Channels team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR, Chatbo ...
-
Customer Experience
3 weeks ago
Tiverity Consulting, Inc. Atlanta, United StatesJob Description · Job DescriptionCustomer Experience (CX) Specialist · Seeking an experienced Customer Experience (CX) Specialist to join our Conversational Channels team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our ...
-
Customer Experience
3 weeks ago
Primecare Home Care Services Atlanta, United StatesJob Description · Job DescriptionBenefits:401(k) · 401(k) matching · Bonus based on performance · Dental insurance · Health insurance · Paid time off · ABOUT PRIMECARE HOME CARE: · At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, ...
-
Customer Experience A
2 weeks ago
INSPYR Solutions Atlanta, GA, United StatesTitle: API Customer Experience Professional · The API Customer Experience Manager is responsible for coordinating and driving activities to ensure an optimal experience. From defining the customer's end-to-end journey to managing technical inquiries during their integration with ...
-
Customer Experience
1 week ago
Primecare Home Care Services Atlanta, United StatesJob Description · Job DescriptionABOUT PRIMECARE HOME CARE: · At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, and love. As a licensed Private Home Care provider, we offer a wide range of services, including Skilled Nursing, Pers ...
-
Customer Experience
3 weeks ago
Primecare Home Care Services Atlanta, United States Full timeBenefits:401(k) · 401(k) matching · Bonus based on performance · Dental insurance · Health insurance · Paid time off · ABOUT PRIMECARE HOME CARE: · At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, and love. As a licensed Private ...
-
Customer Experience
1 week ago
Primecare Home Care Services Atlanta, United States Full timeABOUT PRIMECARE HOME CARE: · At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, and love. As a licensed Private Home Care provider, we offer a wide range of services, including Skilled Nursing, Personal Care Services, Companionshi ...
-
Customer Experience Representative
2 weeks ago
LJG Sales and Marketing Inc Atlanta, United StatesJob Description · Job DescriptionCustomer Experience Representative - Join Our Team - No Experience Necessary · Are you a people person with a passion for meeting and talking with people each day? Do you thrive in a dynamic, engaging environment? If so, you may be exactly who we' ...
-
Customer Experience Lead
3 weeks ago
BHS Corrugated North America Atlanta, United StatesBHS Corrugated is seeking a Customer Experience Lead to join our growing team in Atlanta, GA · Summary · As the Customer Experience Lead, you will be responsible for championing customer satisfaction initiatives and driving improvements across all departments. Reporting directly ...
-
Customer Experience Manager
4 weeks ago
GreyOrange Atlanta, United StatesWHY GO WITH GREYORANGE? · At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today's age of immediacy, where customers expect to receive their order right away, retailers must take a completely new ap ...
-
Customer Experience Supervisor
1 week ago
Serenity Healthcare Atlanta, United StatesJob Description · Job DescriptionCustomer Experience Supervisor - Onsite · **Location: Atlanta-Sandy Springs, GA** · Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeki ...
-
Wireless Customer Experience
3 weeks ago
Jet Management Executives Atlanta, United StatesJob Description · Job DescriptionAre you someone who is looking for a new opportunity? Something with more of a challenge and growth opportunity? · Jet Management is looking for an ambitious, driven individual to take on our Wireless Customer Experience & Sales Specialist Role. W ...
-
Customer Experience Supervisor
2 weeks ago
Serenity Healthcare Atlanta, United StatesJob Description · Job DescriptionCustomer Experience Supervisor - Onsite · **Location: Atlanta-Sandy Springs, GA** · Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeki ...
-
Customer Experience Specialist
6 days ago
Serenity Healthcare Atlanta, United StatesJob Description · Job DescriptionCustomer Experience Specialist · Onsite – Atlanta-Sandy Springs, GA · Learn how healthcare should be delivered – help people – build a career – no healthcare experience required. Through an innovative approach and patient-centered care, we are re ...
-
Customer Experience Associate
3 weeks ago
Weis Markets Whitehall, United StatesLooking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS · Location Address: · 3644 MacArthur Road · Job Description: · ES ...
-
Customer Experience Engineer
3 weeks ago
Microsoft Corporation Atlanta, United StatesEvery minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their en ...
-
Customer Experience Agent
3 weeks ago
RemX Atlanta, United StatesLocation: Onsite Kennesaw, GA · Hybridge Schedule after 90 days onsite (3 weeks onsite, 2 days remote) · Hours/pay: 16/HR 8am to 5pm shift. · 10am to 7pm ($0.75/hr. shift differential) · Job Description: Proactively communicate to all internal and external related parties to exc ...
-
Customer Experience Associate
3 weeks ago
Ephemeral Tattoo Atlanta, United States**Customer Experience Associate - Atlanta** · at Ephemeral Atlanta, GA To help achieve our vision, w e are looking for a dynamic Studio Customer Experience Associate to join our newest studio in Atlanta, GA. This role will deliver world class service to all of our clients while ...
-
Director Customer Experience
3 weeks ago
Honeywell Atlanta, United States**Director Customer Experience** · Location 715 Peachtree Street, N.E., Atlanta, Georgia, 30308, United States Category Customer Experience Job Id req332673 JOB DESCRIPTION **Join a team recognized for leadership, innovation and diversity** · The Director Customer Experience is ...
-
Customer Experience Representative
3 weeks ago
Hansgrohe Group Atlanta, United StatesLocation: |Atlanta, GA| **Customer Experience Representative** · Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because its the right thing to do, but because it makes our company stronger. Our inclusive ...
Customer Experience - Atlanta, United States - Peraton
Description
Responsibilities:
Peraton is seeking an experienced Customer Experience (CX) Specialist to join our Conversational Channels team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants to give customers the help they need without the need for human intervention. The CX Specialist will play a key role in creating an extraordinary customer experience across voice and digital-based customer engagement channels featuring natural language capabilities. As a CX specialist, youll support customer experience requirement generation and gathering, process design, testing, reporting and analyzing customer conversational flows. You will work closely with Product, User Experience, Engineering, and other stakeholders to enhance the customer experience. The selected individual must be onsite one day a week. Preferred location is Atlanta GA and New Carrolton MD.
What you will do:
Required Qualifications:
Preferred Qualifications:
Benefits:
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. Were fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance
#LI-ET1
Peraton Overview:Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.
Target Salary Range:$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.
Customer Experience professionals in Atlanta
-
Felicia Dattilo
Bartender/Bar Manager
-
Routa Abebe
Customer service, business's ,medical assistance
-
Louise Dagobert
User Experience Designer
-
Nikhil Mayakuntla
Java Developer