Primary Functions/Responsibilities - Serve as the (team) focal point for the development of pre-defined data structures for automated analysis of large sets of CX interactions across all channels (audio, chat, email, social, etc.).
- Support validations of completed and evolving data structures to ensure high standards for precision and recall are met
- Test evolving tools from Research that support the development of the data structures.
- Provide feedback to the Research and Product teams on how we continue to evolve tooling and data integration with CEA products.
- Work with client requirements to understand new requests and how we can or cannot meet them.
- Some team members may work directly with clients as a Subject Matter Expert to discuss data solutions, expectations and best practices.
- Educate field teams (Consulting and Customer Success) on data solutions, definitions, best practices, etc.
- Provide input on the use of developed data models for both Product and Field teams to optimize the use of developed data assets.
- As the Enlighten AI team is focused on Data Innovation, team members may be asked to support other projects, solutions and/or deployments using other Enlighten AI solutions.
- The discussed Research Toolsets are primarily focused on customized topic and semantic modeling components that provide a system driven approach to defining datapoints that mater within CX interactions.
- AI Data Specialists utilize the output of these tools to create a range of datapoints and provide feedback to improve the accuracy and usability of the system’s outputs.
- AI Data Specialists are experts in the data, not the underlying AI algorithms and applications (i.e. Data Scientists) .
Required Education Masters degree preferred. Required Experience/Skills - 5+ years of consultative account/program management experienceand/or
- Experience with use of technology to build and analyze datasets for operational outcomes
- Experience with the development, positioning and quantification of operational recommendations
- Excellent oral and written communication skills in English
- Ability to create and deliver polished presentations using Microsoft PowerPoint to different levels of audience
- Ability to multi-task and meet deadlines when supporting requests that create competing priorities
- Ability to develop and maintain good working relationships with cross-functional teams
- Ability to communicate comfortably across all levels of corporate structure
- Ability to work with sales executives and assist with opportunities as subject matter expert
- Demonstrated ability to take the initiative and work in a self-directed manner
- Ability to thrive in a changing environment
Preferred Experience - Experience in Management Consulting
This job description is not intended to be all-inclusive, and employee will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. |
