Conversational AI Designer - Amazon Connect with Lex NLU

Conversational AI Designer - Amazon Connect with Lex NLU

Location: Remote - USA

Employment: Full time or FT Temp

Are you a Conversational Flow Designer (natural language / conversational AI) who enjoys optimizing conversational flows for virtual agents? If you enjoy working with the business, creating intuitive and engaging conversational experiences that align with the Client’s goals and enhance user satisfaction, this job is an exciting opportunity to work with an Agile and tech-savvy team. Exposure to generative AI (GenAI) and large language model (LLM)-enabled conversational experiences is a plus.

This role requires a deep understanding of natural language processing, user experience design, and a proactive approach to staying abreast of industry trends in conversational AI and GenAI. In this role, you will be responsible for conversational flow design, NLP (Natural Language Processing) integration from Cisco Webex/Nuance IVR to Amazon Connect with Lex NLU, voice and web chat.

Responsibilities:

• Design call flows using Amazon Connect/Lex conversational design, focused on IVR front-end design to build self-service contact flows
• Create user stories
• Develop acceptance criteria
• Responsible for Lex bot training
• Conversation design, feedback, and tuning
• Conversational QA during migration
• Collaborate on GenAI-enabled conversational use cases, including prompt design, response evaluation, and responsible AI considerations

Qualifications For Success:

• 3 or more years of conversational design experience with a focus on virtual agents
• 2 or more years of conversational AI experience, including Amazon Connect/Lex conversational design
• Exposure to GenAI, LLMs, prompt engineering, or retrieval-augmented generation (RAG) concepts preferred
• Agent Assist experience
• Experience working in an Agile environment
• Strong communication and collaboration skills, with the ability to work across the business and serve as a liaison
• Ability to analyze data and user feedback to drive continuous improvement
• Knowledge of scripting or programming languages preferred
• Experience with Telco or Contact Center operations and CCaaS technology
• Cloud platform experience (GCP, AWS, or Azure) preferred
• Product Owner certification preferred

Applicants can expect to make between $160,000 to $195,000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education, among other factors as required in the job description.

Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance, and paid time off (including holidays, parental leave, and sick leave, as required by law).

“Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.”