Bot Design Analyst

Full Time
United States - Remote
11 months ago

LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

Overview:

The successful candidate has an opportunity to join a high-performing team in a fast-paced and driven organization.

You will: 

  • Research and analyze intent models & transcripts to achieve containment, conversion, and other KPIs for LivePerson customers.
  • Understand LivePerson’s product and capabilities to advise stakeholders on how to improve their AI and UX, with emphasis on NLU & Generative AI solutions.
  • Test and optimize LLM prompts for brands and identify prompts that can be scaled across the Conversation Design team and our design system.
  • Uncover insights that drive effective, engaging, and easy-to-use AI experiences.
  • Evangelize your learnings and findings across a global team. 
  • Work with our analytics and product teams by providing feedback from brands you work with.
  • Assist and evangelize optimization best practice standards, tools, and processes.
  • Collaborate with project managers, CSMs, conversation designers, and bot developers to execute on bot implementation and improvement.
  • Demonstrate effective verbal and written communication to internal & external stakeholders.

You have:

  • 3+ yrs experience working with conversational AI or contact centers, presenting to stakeholders at various levels.
  • 3+ years analyzing user experience or contact center metrics to determine areas for improvement.
  • 3+ years experience working with NLU/NLP technologies.
  • Excellent written and verbal communication/presentation skills.
  • Experience performing and presenting data-driven analysis and working with disparate data sources to reach conclusions.
  • Prior experience working within AI design and/or development teams preferred.
  • Prior contact center and/or customer service experience is a plus.
  • Prior experience in chatbot building, conversation design, AI, or UX optimization is a plus.
  • Prior experience with LLMs and Generative AI tools in Conversational AI applications is a plus.
  • Prior experience using Power BI, Google Data Studio or similar reporting tools is a plus.

Benefits: 

The salary range for this role will be between $80,000 to $100,000. Final compensation will be determined by a variety of factors, including, but not limited to, your location, skills, experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

    • Health: medical, mental, dental, and vision
    • Time away: vacation, dependent care, holidays, wellness days, and more
    • Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
    • Family: parental leave, maternity support, fertility services
    • Development: tuition reimbursement, native AI learning
    • Additional: WFH support, 24/7 access to professional counselors, voluntary ins. coverage, exclusive perks and discounts

Why you’ll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. 

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.