Location: Work from home

Notice period: Immediate to 1 month

Experience: 2 to 8 years

Job Specification

• Manage the detailed tasks required to deliver high-quality Cognigy solutions in accordance with the agreed Delivery Methodology to achieve a consistently high standard of solution to Business Requirements
• Mentoring capability and building Chat Bots using Cognigy which comprises answering questions via iOSYS ticketing system (used to track volumes, questions asked, and answers provided) or in 1 on 1 Teams Meetings, which would be recorded to be re-used.
• Build support for Chat Bots / Voice Bots, which comprises of answering questions via iOSYS ticketing system (used to track volumes, questions asked, and answers provided).
• Accurate planning and tracking of Define, Design, Configure, and Test deliverables and ensuring stakeholders are regularly appraised of status and progress
• Ensuring the business needs are understood and delivered against in each step of the delivery cycle to ensure the Cognigy solution meets the Business Customers need
• Remove blockers to delivery and escalate issues when appropriate
• Identifying risks and dependencies within Process Delivery and effectively managing these across internal departments
• Support, via break fix of in-live customer Chat Bots once engaged with Business teams.
• Provide monthly reporting of performance of each Chat Bot being supported for end user client consumption including number of interactions overall, interaction per intent triggered, and other
• metrics already available in the Cognigy analytics platform. Each report will be presented in Power Point per customer engaged in the service.
• Periodic reviews with customers on their performance metrics, including utilization, issues raised, issues fixed, support provided and any other in-scope service that has or requires an update.

Person Specification

• An IT or Business Degree
• 2 to 6 Experience in Building Chat Bots and Voice Bots using conversational AI platform Cognigy
• Knowledge of Conversational AI frameworks and technologies
• Understanding of the principles of Conversational design and user experience
• Understanding of understanding of REST APIs and web services
• Understanding of the principles of Conversational design and user experience (UX) for Conversational interfaces
• Expertise in programming languages such as JavaScript, Python, or similar programming languages
• Experience and knowledge of project management in a structured environment
• An understanding of, and a willingness to adhere to, formal change control procedures and disciplines.
• Ability to liaise with senior level stakeholder representatives in a rational and measured manner to communicate project progress, issues, risks and solutions
• Ability to control meetings and ensure the attendees are focused on achieving the predefined objectives
• An aptitude for problem solving, with the ability to take a logical route to the source of an error.
• Good written skills with the ability to produce clear and concise documentation.
• The aptitude to contribute to the adaption and evolution of methodologies and procedures in a controlled manner to continually improve the delivery channel.
• Background in software delivery advantageous but not essential