Conversational AI SME

About Us: CirrusLabs is a leading consulting firm based in Alpharetta, GA, specializing in delivering innovative technical solutions to clients across various industries. We are committed to excellence, agility, and exceeding customer expectations.

Job Title: Conversational AI SME – Call Center & Bot User Journeys

Location: (HYBRID/Atlanta, GA)

Key Responsibilities

• Create dialog flows and write content for voice and / or chat interfaces, leveraging AI technology to deliver virtual assistant capabilities.
• Use best practices, frameworks and processes to deliver best in class user experiences for Cognitive AI products.
• Lead engagement with business stakeholders to frame problems, prioritize and scope design efforts, receive and respond to design feedback with the ultimate goal of delivering a superior user experience via our AI products
• Leverage the blend of Voice User Interface (VUI) experience and AI technology to create superior user experiences
• Constantly learn from our members, providers and colleagues and distill feedback to determine what customers need to not just be satisfied, but delighted with our AI enabled self-service products
• Lead design sessions, UX requirements definition sessions and design thinking workshops and accurately scope UX research and design work
• Guide effective documentation and communication design – via sample dialogs, wireframes, mockups, prototypes, written requirements and usability documentation
• Create and deliver articulate and motivational presentations to peers, executives and stakeholders supporting UX work, concepts, planning and management for Conversation AI products.

Required Qualifications

• Bachelor's Degree in business, technology or design program or direct and applicable work experience
• 5 years-experience designing multi-channel customer-centered experiences
• 3 years-experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants
• Experience working in a fast-paced, matrixed environment
• Highly effective communicator with technical expertise
• Demonstrable experience designing and/or deploying:
• Voice and/or text-based conversational flow for virtual assistants
• VUI/IVR flows for enterprise contact centers
• Excellent relationship-building skills and proven ability to work collaboratively through various lines of business and functional areas, promoting a culture of proactive teamwork
• Outstanding communication/presentation skills (verbal and written). Should have a high degree of comfort speaking with internal stakeholders
• Analytical mindset with proven experience using data and data-driven insights to support decisions and ability to represent them visually to all levels of an organization.

Preferred Qualifications

• Master’s degree in business, technology or design program
• Experience with Visual Design for ChatBot
• Experience with scaled agile (SAFe) methodology
• Experience with Miro, LucidChart, Visio dialogue flow development.
• Healthcare experience a plus
• Prior design experience from a leading brand recognized by customers for experience
• Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis
• Demonstrated understanding of how data and technology enable customer experience and human centered design.