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Chat Bot Manager

4 months ago

Cape Town, Western Cape, South Africa TTEC Full time
Chat Bot Manager-03P8B

Description:

Chat Bot Manager - Cape Town - South Africa

Bringing smiles is what we do at TTEC... for you and the customer.

As a Chat Bot Manager working on site in Leeds, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing


TTEC is seeking an experienced Chat Bot Manager to help drive and implement AI & Digital Services, working with a CX Transformation team based in our new contact centre in CT.

You will be responsible for the configuration and management of our Chat Bots, whilst helping build the Conversational AI Practice.

You will be working in support of a high profile automotive client from our site in the centre of Cape Town.

In this role, you'll

  • Be responsible for the 'day to day' administration and optimizing of the BOT performance.
  • Help define and implement the strategy for client chatbots and virtual assistants.
  • Act as a client advisor to design and implementing solutions to transform their conversational AI projects.
  • Support the design & development of necessary training for operational teams
  • Can define, use and refine MI requirements which contribute to relevant Insights development to optimise the BOT's performance.
  • Collaborate with crossfunctional teams to help the design and development of the chatbot platform. Including defining business requirements, process & workflows, customer journeys, intent definition and usecases.
  • Understand how content & knowledge management systems integrate to BOT/AI architecture and enhance performance. Oversee integrations.
  • Design personas, develop design principles, guidelines, standards for quality conversations that are consistent with business requirements.
  • Conduct endtoend testing on chatbots to ensure deployment readiness
  • Design conversational AI experiences that are natural and engaging to resolve customer intents or execute transactions.
  • Work closely with Operational Leads, Transformation & Analytics Teams, and the client, to ensure BOT performance is optimised e.g. enhance conversations, identify new intents, optimise resolution
  • Stay abreast of industry trends and innovation in the AI space
  • Become the BOT/AI SME to progress Digital Transformation with the client
What You Bring to the Role

  • Strong Contact Centre operational background (>3yr)
  • Project or Change Management experience
  • Understands the importance of Customer Experience (CX)
  • Delivered, designed, and built chatbots/Virtual Assistants using NLU techniques e.g., RulAI, LivePerson, SAP, Google Dialogflow, Microsoft Luis, IBM Watson, Amazon LEX, Pycharm.
  • Strong intellectual curiosity and problemsolving skills.
  • Basic understanding of SDLC (software development lifecycle) and agile delivery methodologies.
What You Can Expect

  • Supportive of your career and professional development
  • An inclusive culture and community minded organization where giving back is encouraged
  • A global team of curious lifelong learners guided by our company values
  • Ask us about our paid time off (PTO) and wellness and healthcare benefits
  • And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you.
About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology.

On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day.

These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.

We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity.

We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

LI-SB1

Job:
Operations / Business Support

Primary Location:
Cape Town