Conversational AI Designer – Amazon Connect, Lex NLU

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Create call flows utilizing Amazon Connect/Lex for conversational design, concentrating on IVR front-end design to establish self-service contact flows.

• Develop user stories.

• Formulate acceptance criteria.

• Train Lex bots.

• Execute conversation design, provide feedback, and make adjustments.

• Carry out conversational QA during the migration process.

• Collaborate on GenAI-driven conversational use cases, which include prompt design, response assessment, and considerations for responsible AI.

• Integrate NLP capabilities from Cisco Webex/Nuance IVR into Amazon Connect with Lex NLU for both voice and web chat.

⛳️ Requirements

• Minimum of 3 years of experience in conversational design, particularly with virtual agents.

• At least 2 years of experience in conversational AI, specifically with Amazon Connect/Lex conversational design.

• Familiarity with GenAI, LLMs, prompt engineering, or retrieval-augmented generation (RAG) concepts is preferred.

• Experience with Agent Assist.

• Proven track record of working within an Agile environment.

• Excellent communication and collaboration skills, with the capability to engage across various business units and act as a liaison.

• Proficiency in analyzing data and user feedback to foster continuous improvement.

• Knowledge of scripting or programming languages is preferred.

• Experience with telecommunications or contact center operations and CCaaS technology.

• Preferred experience with cloud platforms such as GCP, AWS, or Azure.

• Product Owner certification is preferred.

🏝️ Benefits

• Medical insurance.

• Vision insurance.

• Dental insurance.

• Life insurance.

• Disability insurance.

• Paid time off, which includes holidays, parental leave, and sick leave as mandated by law.