Job Description

The Chatbot/IVR Business and Technology Administrator is responsible for the design, configuration, maintenance, and daily support of chatbot/IVR technologies along with related 3rd party partnerships and subsequent integration(s). As the Chatbot Business and Technology Administrator, you are part of a collaborative team responsible for optimizing and developing new member experiences within the Chatbot and AI platform. They analyze critical data inputs for technology and utilize that data to make consistent improvements to the service it provides. They also work with internal business partners and system vendor(s) to implement, test, maintain, and regularly validate accurate operation of the platform(s). The Administrator works with the Member Engagement team to drive an exceptional member experience through appropriate authentication, routing, and end user functionality. They also work with other areas of the organization to ensure that chatbot responses represent the Desert Financial brand experience as well as compliance standards.

What you will do here:

  • Designs and implements ways to develop various digital tools such as chatbot/IVR technologies. Ensures the chatbot, IVR and all other platforms provide relevant and accurate responses, while maintaining a compliant intent pool. Collaborates with business and technical resources to make recommendations to improve the overall member and/or employee experience with a focus on consistency and ease of navigation. Optimize existing conversation flows and build new ones that enable members or employees to self-help/self-serve, while always keeping the member experience first.
  • Supports analysis and reporting of critical data inputs generated around interactions with our digital tools that include IVR, Speech analytics, and chatbot platform to track platform(s) performance indicators and escalate anomalies as appropriate. Research, analyze, recommend, and participate in the deployment of solutions as relevant to digital tools and the chatbot platform.
  • Is a key contributor on AI projects related to optimizing the member experience, member communication, and increasing contact center agent efficiency. Gains an understanding of digital market trends and opportunities that are relevant to the Member Engagement team.
  • Gathers business requirements through collaborative interactions with business partners to understand the challenges they are trying to solve for; identify and clarify any gaps and help to create business use cases.
  • Maintains and documents all aspects of the digital tools that include IVR, IVA, speech analytics, and chatbot platform. Monitors the performance of digital tools across all Member Engagement Call Centers and prepares relevant reports for leaders.
  • Proactively communicates and collaborates with external and internal customer and technology stakeholders.

What you will need:

  • Bachelor's degree in Business or related field required.
  • 5 years experience in call management systems and voice application design required.
  • 3 years in roles that organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements required.
  • 2 years experience with large scale contact center telephony required.
  • 2 years of experience with natural language processing required.
  • 2 years of financial services experience preferred.
  • Advanced understanding of IVR technology and related telecommunications devices, networks, software, and systems required.
  • Demonstrated expertise gathering requirements and engaging with clients required.
  • Knowledge of the Financial Services industry as well as trends and current events required.
  • Strong analytical skills, excellent written and oral communication skills, strong management ability, strong problem-solving skills required.
  • Ability to work cross-functionally to represent chatbot performance and engagement metrics and raise channel awareness required.
  • Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and technical logs required.

 

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.

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Application Instructions

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