The DV Intelligent CX (ICX) practice is responsible for the strategy, go to market, and professional services delivery in emerging technologies that directly influence our customer’s ability to deliver next generation experiences to their customers. This is accomplished by having a deep understanding of Conversational AI, Natural Language, and software development all while keeping the end customer in mind.
We lead with a consultative approach to understanding through a series of design thinking workshops run by the Senior Intelligent CX Engineer. The Sr Engineer is responsible for leading the successful service delivery of Customer Experience transformation projects. During these workshops we aim to understand the various personas, point-points, and business objectives of our customer.
The I Senior Intelligent CX Engineer leverages their strong consulting and problem solving skills to facilitate the delivery of a CX engagement. Often working with a Technical Project Manager and running the overall strategic discovery sessions and documenting the project outcomes, bringing in key resources as needed to fulfill the mission. A successful Intelligent CX Consultant is a highly organized problem solver with a consulting background that is capable of maintaining focus across multiple strategic engagements simultaneously.
Key Areas of Responsibility
Design conversational experiences for a variety of platforms and applications.
Develop and maintain user personas, use cases, and task flows from design thinking workshops.
Develop and maintain a deep understanding of customer needs and behaviors to inform customer experience strategy and operations.
Analyzing and understanding business goals and requirements to identify opportunities for using conversational AI and other technologies to improve organizations customer experience, operations, and revenue.
Develop and maintain a knowledge base and ensure that it is up-to-date and accurate.
Deliver thoughtful and complete user needs analysis, with clearly prioritized and defined user workflows to inform development and architectural requirements
Collaborate with cross-functional teams, including product managers, engineers, and researchers, to define and implement the overall conversational strategy.
Conduct user research to validate, test and iterate on conversational designs.
Stay up-to-date with the latest trends and developments in conversational design and technology.
Participate in customer experience focused conventions (non-technical) and events where public speaking may be required.
Receive guidance and direction from Principal CX Consultants and Architects
Education and/or Experience Qualifications
Bachelor's degree in computer science or equivalent experience
3+ years of experience in deployment of private/public cloud solutions
Knowledge and skill level in identified competencies meet minimum requirements for role
Previous direct customer consulting experience or equivalent understanding of role responsibilities
3-5 years experience with Contact Center or Customer Experience (technical and/or analyst)
Will also consider experience with gathering software requirements by using design thinking workshops.
Understanding of the fundamentals of Conversational AI, Natural Language, and human/computer interactions.
3-5 years experience facilitation, collaboration, and consensus-building skills, with experience in presenting to large cross-functional teams and senior leadership
Experience building strategic plans, presentations and writing technical documents and roadmaps
Experience working with and presenting to executive level sponsors
Strong problem solving skills
Strong analytical skills to capture data and offer recommendations
Strong management and leadership skills
Strong grammar and language skills
Strong understanding of business processes, customer life-cycle, and customer satisfaction.
Ability to work with a cross-functional team in a fast paced environment
Excellent problem solving and analytical skills
Intermediate knowledge of collaborative tools (e.g., Miro, LucidCharts)
Excellent interpersonal, communication, listening and presentation skills
The ability to work both as a team and independently
Strong attention to detail and ability to manage multiple projects simultaneously
Proven track record of balancing priorities and communicating effectively with audiences at all levels.
Strong desire to learn through partner lead training and self-learning
UX/CX requirements gathering, conversation design or copywriting experience
Experience with Conversational AI platforms such as: AWS Lex, IBM Watson, Google DialogFlow/Google Assistant, Microsoft Power Platform (PVA) or Cognitive Services, or other NLU services.
Working knowledge of Jira/Confluence (or equivalent project/content management platforms)
Ability to simultaneously manage meeting participants while keeping track of presentation tools such as MiroBoard.
Knowledge of the software development life-cycle which can include:
Software/CX/UX quality assurance testing using tools such as Postman