Specialist: Chatbot UX at Vodacom

Role purpose:

• To document, scope, implement continuous improvement in User Experience in TOBi using design thinking and user experience frameworks

Your responsibilities will include:

Chatbot technologies

• Work with Chatbot Technologies to design Conversational experiences
• Translate business requirements into actionable technical specifications and ability to train Bot on utterances, intents and entities.

UX

• Do root cause analysis on top customer impacting issues
• Design conversational flows

Troubleshooting

• Analyse, identify and test bugs in Chatbot environment by liaising with technology teams

Testing and optimization

• End-to-end testing of Chatbot journeys.
• Customer feedback and optimization

Reporting

• Report to key stakeholders on the performance of Chatbot interactions 

The ideal candidate for this role will have:

Must have technical/professional qualifications: 

• Matric is essential.
• 3-year degree/diploma is essential (pref B.Com)
• Relevant job-related experience

OR

• Matric is essential.
• Job-specific certification / short diploma's / short courses 
• Relevant job-related experience

Experience:

• Understanding of call center processes and technologies
• User Experience (UX
• Customer centric
• Analytical thinking
• Excellent verbal and written communication skills