What are the responsibilities and job description for the Conversational Artificial Intelligence Platform (CAIP) Administrator – ST position at SwitchThink Solutions?
The Conversational AI Platform (CAIP) Administrator is responsible for maintaining existing, and building new, intents, conversations, and processes. They work with internal business partners and system vendor(s) to implement, test, maintain, and regularly validate accurate and compliant operation of the CAIPs and associated integrations.
They are responsible for on-going AI model training to improve platforms’ accuracy rates in understanding human interactions and to ensure overall platform accuracy rates.
They are responsible to troubleshoot reported defects and repair in accordance with SLA commitments.
What you will do here:
CAIP Performance Improvement & AI Model Training
Works with teammates, internal business partners and system vendor(s) to implement, maintain, and regularly validate accurate and compliant operation of the CAIPs and associated integrations. Optimizes SwitchThink’s CAIPs to continuously improve the member experience by increasing intention prediction accuracy and accuracy in understanding human interactions. Monitors and makes improvements to conversation flows and processes to streamline member interactions and improve member satisfaction with CAIPs. Analyzes and reports on critical data inputs for the technology and utilize that data to make consistent improvements to the service it provides. Maintains documentation on CAIP functionality and set up.
Intent Creation & Conversation Design
Build accurate, complaint and user-friendly new use cases (intents), conversations, processes, objects, and entity extractions within SwitchThink’s CAIP platforms. Analyze business requirements to understand the challenges business partners are trying to solve for; identifies and clarifies any gaps as input for the design of new uses cases (intents); and offers technical solutions to solve for need. Develop CAIP logic; write and execute test cases to ensure accuracy; and collaborates with stakeholders to address and resolve issues identified during UAT, ensuring user and business requirements are met.
Defect Troubleshooting & Resolution
Troubleshoot reported defects and repair in accordance with SLA commitments. Write and execute test cases for new and existing content. Create and maintain logs to document testing phases, defects, provide error reporting to development teams, and ensure quality throughout lifecycle.
What you will need:
Bachelor's degree in Business, Technology, or a technology related field preferred.
Equivalent combination of education and experience required.
5 years in AI Training, RPA, automation projects or other relevant technical experience for service centers required.
2 years experience in administrating CAIPs, including voice use cases required.
2 years experience writing & executing test case and/or documenting and analyzing business requirements as input for the design of use cases to meet business needs preferred.
2 years financial services experience preferred.
2 years with large scale contact center telephony preferred.
1 years in generative AI and Large Lanaguage Models preferred.
1 years coding experience writing functions in object-oriented programming languages (e.g, JavaScript) preferred.
Demonstrated understanding of CAIP technology, including voice use cases, and related telecommunications devices, networks, software, and systems required.
Strong project coordination skills with a focus on delivering results within established timelines. Ability to coordinate and direct development assignments of fellow teammates to complete deliverables required.
Demonstrated expertise gathering requirements and engaging with stakeholders required.
Excellent written and oral communication and interpersonal skills to effectively collaborate with internal teams required.
Problem-solving, analytical mindset with the ability to adapt to evolving requirements. Problem solver with a strong product sense who has experience resolving complex issues required.
A team player who thrives on cross-functional collaboration passionate about uncovering gaps and working together to improve systems and processes required.
Experience with development and source code management protocols preferred.
Competency with Jira and GitHub preferred.
Bilingual, Spanish Speaking preferred.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
