Implementation Manager – Healthcare Supply Chain Optimization
Vizient, Inc
Conversational AI Design and Implementation Manager
Wells Fargo
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • Arizona, Iowa, Minnesota, North Carolina, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $139,000 - $239,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage and develop a team of Conversational AI resources to Design, configure, and maintain our new AI driven Voice Self-Service platform.
- Drive the team to create a new Voice Self-Service experience that will provide customers a low friction, natural way of interacting to obtain service on their accounts across all Wells Fargo product lines.
- The team will be responsible for design, implementation, and ongoing tuning of the NLP and AI models.
- Identify and recommend opportunities for process improvement that address long-term business strategies.
- Identify risks associated with technological strategies and propose alternative solutions.
- Determine appropriate strategy and actions of the design and implementation team to meet highly complex deliverables in a new CCaaS environment.
- Lead technology strategy development or design of technology processes, models, call flows, and standards.
- Interpret and examine technical solutions for functions with high complexity.
- Collaborate with business and technology management.
- Interact directly with vendors and other external contacts to ensure the building of effective and influential relationships.
- Manage allocation of people and financial resources for the Product teams managing the CCaaS platform.
- Develop and guide a culture of talent development to meet business objectives and strategy.
Requirements
- 6+ years of Business Systems Data, Business Systems Designing, and Information Technology Consulting, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 3+ years management or leadership experience
- Management of team working with in Google DialogFlow is preferred
- Experience with Google DialogFlow
- 8+ years Technology Business Systems and artificial solutions design programs experience
- 6 + years direct management experience
- Experience working in contact center technologies that provide automated self-service via voice or chat.
- Experience with routing technologies and supporting the delivery of contacts across a wide span of product types and caller intents.
- Work history involving design and implementation of voice experiences.
- Familiarity with NLP models, tuning methodologies, and ongoing maintenance of AI/ML based customer service platforms.
Benefits
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Conversational AINLPAI modelsGoogle DialogFlowvoice self-serviceautomated self-servicerouting technologiesAI/MLvoice experiencesprocess improvement
Soft skills
team managementleadershipcollaborationrelationship buildingstrategic thinkingrisk assessmenttalent developmentcommunicationproblem solvingorganizational skills
