Essential Functions:

• Execute along the entire design process from strategy to research to final UI, and when appropriate even code

• Anticipate customer intent so interaction with the virtual agent is as smooth and positive of an experience as possible

• Teach AI assistance NLU and communication skills to deliver a satisfying conversational experience

• Turn data into understanding; using the analytics and insight from data to improve conversational flows

• Turn knowledge or complex business process into a natural conversation

• Structure conversations (flows)

• Research to understand how people talk and what their needs our, specific to our bots

• Study different ways that users ask for things or express the same idea

• Write and test sample dialogues to inform design of conversational experiences

• Build and integrate Dialogflow agents to power intuitive, user-centered conversations

• Create best practices for conversational experiences

• Turns words into resonating dialog

• Adding tone of voice and personality(persona) to the conversations

• Apply psychology- understanding the human centric part of the conversation

• Collaborate with product management, the agile team, release train engineer (RTE), and shared services to deliver product features and functionality that meet or exceed customer needs and business goals.

• Collaborate with product management to use customer feedback, research,  market and data analysis to validate product/service roadmap direction.

• Collaborate daily with cross-functional teams to solve problems, provide feedback, and accept completed work. 

• Collaborate with marketing, web, business leads, customer care, IT, and finance to identify, design, deliver, and report on assigned services/products.

• Prepare and participate in PI planning, iteration planning, backlog refinement, demos, and retrospectives.

• Performs other duties as assigned.

• Design and develop conversational experiences using large language models (LLMs) to create engaging and effective interactions.

• Stay informed on the latest advancements in LLMs and conversational AI to continuously improve design and development practices.

Knowledge / Skills / Abilities:

• Excellent listening and communication skills both written and verbal; comfortable speaking in front of large groups is a plus

• Able to prioritize work by thinking holistically to consider customer and enterprise needs, not just team needs

• Able to decompose complex features into user stories that can be completed in a few days 

• Able to tell a story and help the team demonstrate its results, even when the solution may not have a user interface 

• Able to negotiate with business and technical colleagues at several levels in the organization 

• Familiar with different interactions on desktop, tablet, and mobile devices

• Understanding of user centered design principles is a plus

• Understanding behavior-driven development is a plus 

• Experience creating charts and graphs in Excel or Google sheets to show trends 

• Self-directed and takes initiative to solve problems in a collaborative and time effective manner

• Has a sharp eye for detail and excellent organization skills

• Ability to adapt deliverables and plans as priorities shift

• Ability to juggle multiple initiatives in a dynamic, highly collaborative environment

• User Acceptance Testing experience

• Conversation Design

• AI Training

• Familiar with Google Cloud Platform or other cloud platforms (AWS, Azure, etc) preferred

• 1+ years of using lean and/or agile approaches to develop solutions preferred

• Experience using the Scaled Agile Framework (SAFe) is preferred

• SAFe Product Owner/Product Manager certification is preferred 

• Certification or License in Leading SAFe (SA), SAFe for Teams (SP)or SAFe Product Owner/Product Manager (PO/PM) Conversational Design Preferred