Business Analyst - Remote at LivePerson

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Liveperson is an expert based culture, built on the drive and passion of smart people! Our business is growing and we are looking for people like you!


LivePerson is the global leader in conversational commerce solutions and we aim to make life easier for people and brands everywhere through trusted conversational AI. Our 18,000 customers, including leading brands like Citibank, HSBC, T-Mobile, Virgin Atlantic, RBS and Liberty Global, use our conversational commerce solutions to orchestrate humans and AI at scale, to create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers.


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:

  • Analyse an organisation's automation potential by studying its business model and existing workflows, including the underlying technological systems.Interpreting data about company policies and workflows.
  • Define and drive AI and NLU improvements to existing bots, inline with the strategic direction for the client. Prioritise and make recommendations that will improve business efficiency.
  • Run regular automation reviews across gainshare clients, highlighting areas of focus and transformation.
  • Collaborating with implementation teams during the analysis and planning stages of software development.
  • Provide insight reporting on automation improvements that tie to business case deliverables, provide industry level comparisons allowing for brands to get a consultative and wide reaching view. 
  • Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals
  • Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members
  • Run the annotations service offering for LivePerson, managing annotators and the e2e workflow for applying annotations to existing intent models.

Preferred skills and experience:

  • Experience in business, strategic or operational model analysis and/or experience in bot / automation and can provide examples / portfolio of work. 
  • Experience in data science, statistical or machine learning principles
  • Experience in the AGILE framework for delivery 
  • We consider diverse backgrounds - you may be an analyst with a knack for strategic thinking, or a visionary with a knack for numbers to back up your vision.
  • Exceptional written and verbal communication skills, having presented design thought leadership to diverse audiences, from client executives to technical team members 
  • Knowledge of AI and Natural Language Understanding technologies and platforms such as  Dialogflow, Watson, LUIS, etc. and how it impacts conversation designs
  • Knowledge of messaging channels such as web messaging, SMS, Whatsapp, etc. and what the advantages and disadvantages are of each
  • Contact center and/or customer service experience a plus
  • 3-5 years equivalent professional experience

We care about you.
LivePerson works hard to create a positive employee experience. Your life outside of the office is important to us. We support our teams with great benefits, like pension plans, paid parental leave, and a competitive 28 days of paid time-off  that enables our family to take the time they need to recharge.

We want you to feel part of our LivePerson family. 

Frequent team events, daily breakfast and happy hours on occasion (and there are lots of those) will help you settle quickly into your new workplace.. And - our holiday parties are a blast!


You can read more about LivePerson and Our Principles here - https://www.liveperson.com/company/#guiding-principals

Our company believes that equal opportunities for all genders is something that has been overlooked for too long. 

To shake up the industry, LivePerson CEO Robert Locascio recently launched the Equal AI initiative - established to focus efforts on eradicating gender bias in AI engineering. We are also keen on getting women enthusiastic about software engineering by sponsoring “WomenHack” and “Female’s Favor{IT}e Conference” events globally.


LivePerson provides equal employment opportunity without regard to an applicant’s race, color, age, national origin, religion, sex, gender identity or expression, sexual orientation, veteran status, disability, pregnancy, genetic information, or any other status protected under applicable law.


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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

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
The United We Tech Series: The New LivePerson Episode
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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
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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