Conversational Architect

Toronto, Ontario, Canada  |  Contract

Hourly Rate: $70.00 per hour

About the Role

As a Conversational Architect, you will provide support to various stakeholder groups, implementing new automated experiences for our customers while driving value for our business through improvements in our Voice (IVR) and Chat Bots. You will work closely with Product Owners and stakeholders to identify innovative solutions that optimize existing functionality and drive operational efficiencies, transforming highly complex technologies into great automated experiences for team members and customers.

Key Responsibilities

• Approach design problems with a user-centered design methodology, providing an outside-in view to help the team evolve

• Discover and analyze business requirements, advocating for the customer while understanding existing technology capabilities

• Develop application architecture design for high-complexity projects with emphasis on technical architecture, and implement solutions

• Develop functional specifications, design documents, call flows, and conversational experiences, including the capability to design and evaluate alternative solutions

• Participate in the review of detailed design specifications, test plans, and user documentation for functional and technical completeness and accuracy

• Meet and collaborate with customers, users, and development partners to validate conceptual designs

• Conduct ongoing proactive analysis of virtual assistant quality and productivity performance

• Create, groom, and maintain the product backlog, updating it on an ongoing basis following changes in business priorities

Required Skills & Qualifications

• Conversational Design Expertise: Proven experience designing and building conversational flows for virtual agents, including handling complex dialogs, intents, and state management

• Google Dialogflow CX Proficiency: Hands-on experience with the platform, understanding its features and limitations

• Dialogflow CX Generators and Playbooks: Direct experience using generative features, configuring and fine-tuning Generators, and creating and chaining Playbooks

• Natural Language Understanding (NLU) and Natural Language Processing (NLP): Strong knowledge of NLU and NLP concepts

• Generative AI Concepts: Strong understanding of how large language models (LLMs) work, including prompt engineering, few-shot learning, and managing model outputs

• Ethical AI Principles: Solid grasp of the ethical considerations related to generative AI

• Voice and Chat Channel Experience: Expertise in designing for both voice and chat

• API and Integrations: Ability to integrate virtual agents with backend systems and APIs

• SQL/BigQuery: Ability to write and optimize SQL queries to retrieve customer data and analyze conversational logs in BigQuery

• Strong analytical, creative thinking, and problem-solving skills with a mindset for establishing high-quality user and customer experiences

• Self-starter willing to operate nimbly to drive execution and meet deliverables

 

Great to Haves

• Telecommunications industry knowledge and familiarity with common customer support use cases

• Cloud Functions: Proficiency in using Google Cloud Functions to create webhooks connecting Dialogflow CX to external systems

• Python or Node.js experience for building custom webhooks and backend logic

• Data analysis: Ability to analyze conversational data to identify areas for improvement

• Project management experience with Agile methodologies and tools like Jira

• UX/UI design principles for a seamless user experience

• Previous experience with Genesys voice platform, Interactive Voice and Chat Virtual Assistants, Google Voice Platform, and call routing protocols

• Familiarity with the Looker portfolio

 

Compensation

The hourly rate for this contract position is $70.00 per hour. Actual compensation will be determined based on experience, qualifications, and other relevant factors.

Vacancy Status

This posting is for an existing vacancy that is currently available to be filled.

Use of Artificial Intelligence

No artificial intelligence (AI) is used in the screening, assessment, or selection of candidates for this position. All applications are reviewed by our recruitment team.

Equal Opportunity

emergiTEL is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of background, and our hiring process is based solely on skills, experience, and qualifications relevant to the role.