Bot Analyst (Contract) at LivePerson

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LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.  


We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.


You will thrive here if: 

You can operate in a fast paced, dynamic environment

You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)

You believe data-led decision making is the norm

You see feedback or failure as motivation to learn and to grow 

You relate to our core principles and want to work with experts in their respective fields


Over the next three years, our goal is to transform the 268 billion analog phone calls between a brand and its consumers to digital on the Liveperson Conversational Cloud. By doing this, we enable consumers to get back time and experience a more connected relationship with the brand in which sales, service, marketing, branches, stores, and contact center’s become a unified experience. 


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


In this role you will:

  • Work with major enterprise brands to build and improve effective, engaging, and easy-to-use chatbots
  • Research and analyze intents and the associated customer journeys to determine performance in achieving resolution
  • Define the intent model for natural language understanding and how it maps in to conversation designs
  • Coordinate bot tuner activities to get manual transcript reviews and perform targeted research into bot performance
  • Review customer transcripts to identify gaps in the conversation design and target improvements
  • Write copy suitable for automated conversations in the messaging medium
  • Own and interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals
  • Create and evangelize bot tuning and optimization best practice standards, tools, and processes
  • Collaborate with Gainshare project managers, conversational designers, bot developers, and bot tuners to execute on bot implementation and improvement
  • Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members

Your qualifications are: 

  • Ideally 2+ years of experience working with conversational AI experiences
  • Experience with defining A/B tests and analyzing outcome
  • Experience analyzing user experience metrics to determine performance and identify areas for improvement, as well as presenting those findings to stakeholders
  • Exceptional written and verbal communication skills, having presented to diverse audiences, from client executives to technical team members 
  • Knowledge of Natural Language Understanding technologies and platforms such as  Dialogflow, Watson, LUIS, etc.
  • Experience performing and presenting data-driven analysis and working with disparate data sources to reach conclusions
  • Contact center and/or customer service experience a plus
  • Experience in bot strategy, conversation design, or optimization a plus
  • Bachelor’s Degree in business, human-computer interaction (HCI), statistics, or equivalent professional experience

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. 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 regardless of criminal histories, consistent with legal requirements.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
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What are LivePerson Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Paid industry certifications
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