Customer Experience (CX) Specialist

Responsibilities

 

Peraton is seeking an experienced Customer Experience (CX) Specialist to join our Conversational Channels team.  Our Conversational Channels team creates self-service tools to automate the customer service experience.  Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants to give customers the help they need without the need for human intervention.  The CX Specialist will play a key role in creating an extraordinary customer experience across voice and digital-based customer engagement channels featuring natural language capabilities.   As a CX specialist, you’ll support customer experience requirement generation and gathering, process design, testing, reporting and analyzing customer conversational flows.  You will work closely with Product, User Experience, Engineering, and other stakeholders to enhance the customer experience. The selected individual must be onsite one day a week. Preferred location is Atlanta GA and New Carrolton MD.

 

What you will do:

• Work closely with Line of Business (LOB) customers, vendor support teams, engineering, and Project Management staff to define, deliver, and refine conversational AI experiences that are effective, engaging and consistent across all modalities.
• Work closely with Project Management team to ensure all technical tasks are addressed and the correct groups are engaged.
• Conceptualize and iterate on end-to-end designs for conversational user interfaces and content.
• Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows.
• Create a deep understanding of LOB, customers, and conversational applications to engage as Subject Matter Expert across assigned applications.
• Act as primary business interface to external technology and service partners supporting Conversational AI implementations.
• Offer Subject Matter Expertise and best practices related to conversational application design, standards, and processes.
• Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
• Have the ability to articulate currently deployed integrations or future to be deployed integrations.
• Create robust test plans for User Acceptance Testing (UAT) to ensure deployed applications meet requirements.
• Manage/Lead the triage of issues discovered through testing and track through issue resolution.
• Work toward continual process improvement based on deliberate measurement, data analytics and insights.
• Drive root cause analyses to respond to CX performance issues.

Qualifications

 

Required Qualifications:

• 5 years with BS/BA. Additional 4 years of experience maybe accepted in lieu of the degree.
• Experience with the lifecycle of Vas/chatbots/voicebots and understanding of conversation and user-design and VA dialog flows.
• Experience developing and conducting user testing and research.
• Experience establishing and analyzing CX Metrics
• Strong organizational and communication skills including background in designing and crafting customer facing communications.
• Excellent eye for detail/understanding of each step of the conversation design process.
• Analytical skills, experience in solving business problems leveraging data.
• Possess the flexibility to work both independently and in a sophisticated team setting.
• Experience owning and executing on initiatives with minimal direction (independent, proactive, and “can-do” attitude)
• Comfortable working in a fast-paced, fluid environment, handling a variety of assignments and technologies.
• Ability to manage multiple priorities as well as demanding timeframes and deadlines.
• Effective leadership and influencing skills in the application of Conversational AI.
• Must be a US Citizen or a Permanent Resident of the US/ Green Card Holder (must have 3 years of US residency on the Green Card)
• Must be able to obtain and maintain an MBI Clearance

 Preferred Qualifications:

• Active IRS MBI clearance
• Masters Degree a plus

 Benefits: At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance

 

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Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterpris