Chat Bot Manager – Cape Town at TTEC

What You’ll be Doing 

TTEC is seeking an experienced Chat Bot Manager to help drive and implement AI & Digital Services, working with a CX Transformation team based in our new contact centre in CT. You will be responsible for the configuration and management of our Chat Bots, whilst helping build the Conversational AI Practice.

• Working directly with the Operations and Technology Teams to help implement our AI solutions, both customer and contact centre agent facing. The ideal candidate will have excellent requirement gathering and advisory skills in Chatbot Solutions.
• You will be working in support of a high profile automotive client from our site in the centre of Cape Town. 

In this role, you’ll

•  Be responsible for the ‘day to day’ administration and optimizing of the BOT performance.
•  Help define and implement the strategy for client chatbots and virtual assistants.
•  Act as a client advisor to design and implementing solutions to transform their conversational AI projects.
•  Support the design & development of necessary training for operational teams
•  Can define, use and refine MI requirements which contribute to relevant Insights development to optimise the BOT’s performance.
•  Collaborate with cross-functional teams to help the design and development of the chatbot platform. Including defining business requirements, process & workflows, customer journeys, intent definition and use-cases. 
•  Working with Technology teams can define necessary systems & application integrations to enable BOT implementation.
•  Understand how content & knowledge management systems integrate to BOT/AI architecture and enhance performance. Oversee integrations.
•  Design personas, develop design principles, guidelines, standards for quality conversations that are consistent with business requirements.
•  Conduct end-to-end testing on chatbots to ensure deployment readiness
•  Design conversational AI experiences that are natural and engaging to resolve customer intents or execute transactions.
•  Work closely with Operational Leads, Transformation & Analytics Teams, and the client, to ensure BOT performance is optimised e.g. enhance conversations, identify new intents, optimise resolution
•  Stay abreast of industry trends and innovation in the AI space
•  Become the BOT/AI SME to progress Digital Transformation with the client

What You Bring to the Role

•  Strong Contact Centre operational background (>3yr) 
•  Project or Change Management experience
•  Understands the importance of Customer Experience (CX) 
•  Delivered, designed, and built chatbots/Virtual Assistants using NLU techniques e.g., RulAI, LivePerson, SAP, Google Dialogflow, Microsoft Luis, IBM Watson, Amazon LEX, Pycharm. 
•  Strong intellectual curiosity and problem-solving skills.
•  Knowledge of data analysis and machine learning applications.
•  Basic understanding of SDLC (software development lifecycle) and agile delivery methodologies.