Sr Experience Specialist – Business Data Analytics@ Verizon

Job Information

Job Description:

What you’ll be doing…

1. Data Analysis: Extract, clean, and analyze large datasets related to customer and agent  interactions with conversational AI channels, identifying trends, patterns, and insights. Also contribute to informed product decisions, ensuring alignment with market trends and user behavior.

2. Collaboration: Work closely with product, engineering, and AI teams to define data requirements, understand AI model outputs, and provide actionable insights.

3. Performance Metrics: Develop and track key performance metrics for our conversational AI tools to gauge effectiveness and areas for improvement.

4. Stakeholder Communication: Present findings and insights to non-technical stakeholders, influencing decision-making processes.

5. Continuous Learning: Stay updated with the latest trends and advancements in the conversational AI and telecom sectors.

6. Customer Journey Mapping: Understand and analyze the customer journey, identifying touchpoints where conversational AI can enhance the user experience.

7. Recommendation Systems: Collaborate on enhancing AI models, using insights from data to improve response accuracy and user satisfaction.

8. Data Visualization: Create intuitive visualizations and dashboards for both technical and non-technical audiences.

9. Quality Assurance: Ensure the integrity, accuracy, and relevance of data sources and analytical outputs.

You’ll need to have:

– Bachelor’s degree in Business, Computer Science, Data Science, Statistics, or a related field.

– 6 or more years of experience in data analytics, preferably within the telecom or AI industry.

– Use case development knowledge.

– Experience working with analytics tools/platforms such as Python, R, SQL, Excel, SAS/SPSS etc and relevant data visualization tools.

– Experience analyzing large datasets with strong analytical skills with an ability to discern business trends.

– Experience summarizing and visualizing analysis outputs.

– Excellent communication skills, both written and verbal.

– A positive attitude, reliability, and a strong eagerness to learn and upskill

– Proactive approach to problem-solving and user experience enhancement.

– Strong understanding of the telecom industry, conversational AI platforms, and their respective challenges.

– Ability to work in a fast-paced, collaborative environment.

Even better if you have:

– Experience in the telecom industry, e-commerce, or customer support domains.

– Proactive approach to problem-solving and user experience enhancement.

– Demonstrable knowledge of Chatbot Flow Guidelines & Principles.

-Master’s degree in Computer Science or relevant.

– Knowledge of industry wide best practices when it comes to customer experience.

– Ability to give constructive criticism and challenge co-workers to think at their best.

– Comprehensive understanding of AI/ML technologies and their applications in conversational platforms.

– Experience working with statistical/data mining concepts and techniques.

– Experience managing stakeholders and driving projects/use-cases to completion.

– Experience with clustering/segmentation, Incremental analysis, cohort analysis.

– Previous consulting experience or professional services environment experience.

– Proven ability to communicate effectively at multiple levels: from team members to executive management – Proven ability to negotiate and motivate others.

– Problem solving skills, self-motivation, leadership, and team orientation.

Analytic, technical, and organizational skills.

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