Conversation Designer

Where is the opportunity?

The Customer Support group's worldwide responsibilities include new-customer onboarding, education, and assistance. We begin to work as soon as a client agrees to sign up for Ngenium, and we remain with them throughout the whole process to make sure they get the most out of our service.

We rely heavily on our own platform as a primary support tool for our customers, and in your new role as Conversation Designer, you'll be responsible for utilizing our own Resolution Bot and Custom Bots, as well as other automation features and cutting-edge technologies, to develop a fully automated Self Serve experience. Our goal is to have as many customer questions answered by smart and tailored automation as possible, freeing up our Support staff to tackle the tougher issues and discussions that need human intervention. Furthermore, you will have input on the development of future automation tools for Ngenium.

So, what exactly will I be doing?

• It's up to you to take the wheel and steer your own course over the next three months/year. You'll have a great deal of say over how and when your work is shown. We want you to be self-motivated and independent, but we're always here to help you out if you need any direction. Set up a plan for the technical aspects of creating and deploying chatbots powered by conversational AI
• Recruit a group of people to help you with your roadmap. You'll get to choose your partnership team and manage their contributions to projects, and every member of the frontline Support team will have the ability to participate in larger bodies of work like our Self-Serve offering
• Create meaningful improvements to our automated resolution rate, and take the lead in identifying and capitalizing on possibilities for automation across the client engagement lifecycle
• Join a team that is at the forefront of innovation in the field of artificial intelligence and machine learning, and help us take our products and services to the next level
• Use Ngenium's bot platform to create a unique and conversational bot experience for your clients. Continuously find and deploy enhanced automation and bot processes using past data and consumer input
• Create clear and engaging conversational experiences for our customers by working closely with all relevant parties to learn about and articulate the best solutions for them
• Defining best practices of Conversation Design with data-driven decision making
• Prototype ideas and solutions quickly, analyze critically, and think creatively to find novel answers to challenging situations
• Always be well-versed in the technology, platform, and product you're working with
• Always remain one step ahead of the competition by keeping up with current trends in the market

What kind of knowledge and abilities do I need?

• Experience in conversational design and customer experience powered by artificial intelligence and machine learning, with a focus on diverting calls away from customer service
• Working on a Customer Service/Experience team for at least five years
• Superior planning and organizing abilities, with the flexibility to shift between short-term problem solving and long-term strategic thinking as needed
• Excellent verbal and written communication abilities; can interact with internal stakeholders as well as customers
• Competence in working independently with self-motivation and well-defined milestones, as well as in collaborating closely with both direct and indirect coworkers to accomplish not just what is best within your own purview, but also what is best for Ngenium's overall business goals
• Excellent record of analyzing data and communicating results.
  Keeping an eye out for ways to streamline processes and use automation at every stage of the client lifecycle. Proven ability to conduct experiments and split-tests, evaluate results, and win over skeptical stakeholders
• Competent public speaking abilities. Excellent stakeholder management and communication skills are essential, since you will be constantly reporting on the status of your plan and the metrics by which it has been successful to upper management

The Pluses

We have great pay and perks, so we're a happy lot. Talk to us if there's anything missing from this list that's crucial to you.

• Pay that is in par with the market and substantial stock options
• Insurance that covers not just medical expenses but also those associated with dental and optical care
• Increases in pay for exceptional performance are periodically evaluated.
• Ten paid holidays, and open vacation policies
• System for Granting Paid Leave to Parents
• Parties for the Ngenium crew and their loved ones!