AI-ML Consultant

Job Description

What you ll be doing.Our customers rely on us for the best network and customer experience. This position is responsible for helping to grow and optimize our multi-modal AI Automation experiences through our Digital Assistant ChatBot / Voice Bot. As part of the National Customer Service Consumer Group, you will work on identifying the strategic direction, planning, and execution of digitally connected experiences powered by AI/ML driven insights and leading technologies. The work you ll do every day will help us create simple, customer-centric, digitally oriented customer and employee experiences for our Home and Mobile customers.You will be an intricate part of a team that monitors the pulse of the Digital Assistant. While being responsible for monitoring, reporting, analyzing and communicating the bot s performance.you will work with our Analytics partners (Digital, Customer Service, Cross-Channel) providing requirements and partnering to develop all necessary reporting, dashboards / tools to derive insights, and analytics. Your goal is to ensure data/performance reporting is accurate, understand and communicate performance and trends, and complete analyses to determine root cause(s) behind performance. In order to create the best experience for all stakeholders, your expertise in the areas of data processing, formatting, analytics, and NLP will be essential to optimize this important technology. You will work with our partners within the omni-channel Customer Experience, Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams. Your ability to communicate effectively across all functions is an integral step towards the collaboration necessary in managing these projects.

• Build reporting structures in SQL and Tableau and/or Adobe Analytics & Adobe Data Workbench.
• Ensure the best customer experiences as users interact with AI on various platforms.
• Assess customer input vs. bot response to identify and address gaps.
• Review findings from analytics team to implement experience, verbiage and content changes.
• Dissect thumbs up/thumbs down trends and feedback provided through verbatims to drive program and experience enhancements.
• Develop process or strategy changes to improve the customer experience.
• Identify content gaps and make recommendations for enhancements to customer facing content.
• Support manager on forecasts, presentations, NCC real-time reporting integration and other projects.
• Collaborate with cross-channel partners from live chat, digital operations, analytics, IT, etc.
• Examination of bot performance results as well as the results from associated front and back door platforms such as IVR, Live Chat, Messaging, App Web, 800 line, telesales and IT related platforms to find the sources of performance opportunities including but not limited to reading multiple code formats, development tools, CX platforms and reporting software vehicles to make recommendations to various development teams, departments and channels.
• Field and resolve requests from all stakeholders for data and courses of action.
• Initiate, facilitate and attend executive level meetings with stakeholders at all levels of organizations both internal and external, communicating and negotiating needs, resources and strategy including Governance board meetings with Director level audience, traveling to locations where partners reside and work with partners virtually.
• Create projects that cross channels and ensure work is completed in a timely manner.

What we re looking for.You re highly analytical and you turn complex information into easily understood insights and have a passion for partnering with others to turn those insights into action. You are the one who can look at a process and see how it can be made more efficient and automated. You re no stranger to a fast-paced environment and can adapt to changing priorities with ease. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You ve got exceptional critical thinking skills and like solving problems. You are flexible, dependable and work well on a team.You ll need to have:

• Bachelor s degree or four or more years of relevant work experience.
• Four or more of relevant work experience
• Experience investigating and solving complex technical problems and data discrepancies.
• Analytics and reporting experience.
• Knowledge of SQL, VBA/Excel, sentiment and AI analytics tools , Teradata and Tableau with the ability to develop reporting architecture.
• Experience leading Artificial Intelligence / Machine Learning and data science
• One or more year s of experience in Program/Project Management.
• Willingness to travel up to 25% of the time.

Even better if you have:

• Ability to extract data from data sources such as Hadoop and enterprise data warehouses
• Bachelor s degree in Business, Communications, Liberal Arts, Marketing, Information Systems, Computer Science, Statistics, Analytics/Business Intelligence or two or more years of work experience in a related field.
• Knowledge and understanding of wireless industry trends and key business drivers
• Chatbot experience in either development or analytics and optimization
• Experience with any Artificial Intelligence development tool such as AIM2.0, Dialog flow, IBM Watson, RASA Stack, and/or ChatterBot.
• Experience developing executive-level presentations and visualizations (Google & Microsoft Applications).
• Customer Service (Digital or Contact Center) experience with knowledge of improved processes and organizational efficiency. Ideally, with a focus on customer experience.

When you join Verizon.You ll have the power to go beyond doing the work that s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we ll go far.,

Keyskills :
source system analysisequipment supplydata processingenterprise dataadobe analyticscustomer servicedirector levelcomputer sciencecustomer service operationsmachine learningthinking skills