Customer Experience Specialist

Role: Customer Experience (CX) Specialist

Client: Peraton / IRS

Type: Full time

Location: Remote but need local to New Carrollton, MD

Seeking an experienced Customer Experience (CX) Specialist to join our Conversational Channels team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants to give customers the help they need without the need for human intervention. The CX Specialist will play a key role in creating an extraordinary Customer Experience across voice and digital-based customer engagement channels featuring natural language capabilities. As a CX specialist, you’ll support Customer Experience requirement generation and gathering, process design, testing, reporting and analyzing customer conversational flows. You will work closely with Product, User Experience, Engineering, and other stakeholders to enhance the Customer Experience.

Key Responsibilities

• Work closely with Line of Business (LOB) customers, vendor support teams, engineering and Project Management staff to define, deliver, and refine conversational AI experiences that are effective, engaging and consistent across all modalities.
• Work closely with Project Management team to ensure all technical tasks are addressed and the correct groups are engaged.
• Conceptualize and iterate on end-to-end designs for conversational user interfaces and content.
• Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows.
• Create a deep understanding of LOB, customers and conversational applications to engage as Subject Matter Expert across assigned applications.
• Act as primary business interface to external technology and service partners supporting Conversational AI implementations.
• Offer Subject Matter Expertise and best practices related to conversational application design, standards and processes.
• Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
• Have the ability to articulate currently deployed integrations or future to be deployed integrations.
• Create robust test plans for User Acceptance Testing (UAT) to ensure deployed applications meet requirements.
• Manage/Lead the triage of issues discovered through testing and track through issue resolution.
• Work toward continual process improvement based on deliberate measurement, data analytics and insights.
• Drive root cause analyses to respond to CX performance issues.

Qualifications and Skills

• Experience with the lifecycle of Vas/chatbots/voicebots and understanding of conversation and user-design and VA dialog flows.
• Experience developing and conducting user testing and research.
• Experience establishing and analyzing CX Metrics
• Strong organizational and communication skills including background in designing and crafting customer facing communications.
• Excellent eye for detail/understanding of each step of the conversation design process.
• Analytical skills, experience in solving business problems leveraging data.
• Possess the flexibility to work both independently and in a sophisticated team setting.
• Experience owning and executing on initiatives with minimal direction (independent, proactive, and “can-do” attitude)
• Comfortable working in a fast-paced, fluid environment, handling a variety of assignments and technologies.
• Ability to manage multiple priorities as well as demanding timeframes and deadlines.
• Effective leadership and influencing skills in the application of Conversational AI.

Job Type: Full-time

Pay: $50,000.00 - $85,000.00 per hour

Benefits:

• Paid time off

Shift:

• Morning shift

Weekly day range:

• Weekends as needed

Work setting:

• Remote

Work Location: In person