Sr Digital Srvc & CX Analyst

New technology enthusiast. Customer advocate who is passionate about creating great end-user experiences. Tech-savvy, collaborative, and innovative. Did we just describe you? If so, consider joining the Conversational Channels team at Spectrum.

At Spectrum, we keep more our customers connected across a 41-state footprint. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our engineers utilize interactive voice response (IVR) and Chatbot to give customers the help they need without human intervention. Our CX and customer service innovation helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Senior Digital Service & CX Analyst, you'll support customer experience requirements, process design, system changes, testing, and analysis while providing technical leadership on all matters related to data modeling, infrastructure optimization, data science techniques, innovation, and NLP development.

WHAT OUR SENIOR ANALYSTS ENJOY MOST

• Lead the documentation, design and implementation of conversational IVR systems using Natural Language Understanding (NLU) and Artificial Intelligence (AI)
• Having a deep understanding of recommended technologies and self-service systems to ensure the customer experience within our IVR system is convenient and easy to use
• Develop and maintain dashboards and reports using SQL and data visualization tools like Tableau and Power BI
  Recommending business strategies and delivering Artificial Intelligence (AI) enabling Voice solutions to solve business challenges
• Leveraging AI and Natural Language management expertise to evaluate technological readiness and resources required to execute the proposed solutions
• Stay up-to-date with the latest developments in machine learning, particularly in LLMs, and apply this knowledge to drive advancements in our projects.
• Mentor team members, providing guidance and support in their professional development.
• Ensure the delivery of high-quality, scalable, and efficient machine learning solutions.

On a given day you'll work in a dynamic office environment overseeing and approving requirements and test plans for assigned projects. You'll thrive in this position if you have an effective analytical approach to problem solving, think independently, and work collaboratively.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Business analysis: 5 years or more; Telecommunications and/or experience with technology/software products: 5 years or more
• Education: Bachelor's degree in Business Administration or related field or equivalent experience
• Technical skills: Visual AI conversational agent builder (i.e., Voiceflow, Drift, BotBuilder,) Machine Learning methods, , Statistical analysis (MySQL, Tableau, PowerBI, DBeaver), Personal computer and software applications (i.e., PPT, Word, Excel, Visio, etc.)
• Abilities: Strong experience with IVR systems, NLU, and NLP technologies; communicate effectively orally and in writing; create detailed Business Requirements Documents (BRDs) and perform GAP analysis; familiarity with AI-driven technologies and chatbot architectures; manage multiple projects simultaneously; knowledge of process and project management; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships
• Hybrid Schedule: Four in-office days weekly

Preferred Qualifications

• Artificial Intelligence Solutions experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, and education

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

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