Chatbot Developer(Cognigy-L3 Support)

Experience: 2-6 yrs

Notice Period: Immediate Joiners

Job Specification

Manage the detailed tasks required to deliver high-quality Cognigy solutions in accordance with the agreed Delivery Methodology to achieve a consistently high standard of solution to Business Requirements

Mentoring capability and building Chat Bots using Cognigy which comprises answering questions via iOSYS ticketing system (used to track volumes, questions asked, and answers provided) or in 1 on 1 Teams Meetings, which would be recorded to be re-used.

Build support for Chat Bots / Voice Bots, which comprises of answering questions via iOSYS ticketing system (used to track volumes, questions asked, and answers provided).

Accurate planning and tracking of Define, Design, Configure, and Test deliverables and ensuring stakeholders are regularly appraised of status and progress

Ensuring the business needs are understood and delivered against in each step of the delivery cycle to ensure the Cognigy solution meets the Business Customers need

Remove blockers to delivery and escalate issues when appropriate

Identifying risks and dependencies within Process Delivery and effectively managing these across internal departments

Support, via break fix of in-live customer Chat Bots once engaged with Business teams.

Provide monthly reporting of performance of each Chat Bot being supported for end user client consumption including number of interactions overall, interaction per intent triggered, and other metrics already available in the Cognigy analytics platform. Each report will be presented in Power Point per customer engaged in the service.

Periodic reviews with customers on their performance metrics, including utilization, issues raised, issues fixed, support provided and any other in-scope service that has or requires an update.

Person Specification

An IT or Business Degree

2 to 6 Experience in Building Chat Bots and Voice Bots using conversational AI platform Cognigy

Knowledge of Conversational AI frameworks and technologies

Understanding of the principles of Conversational design and user experience

Understanding of understanding of REST APIs and web services

Understanding of the principles of Conversational design and user experience (UX) for Conversational interfaces

Expertise in programming languages such as JavaScript, Python, or similar programming languages

Experience and knowledge of project management in a structured environment

An understanding of, and a willingness to adhere to, formal change control procedures and disciplines.

Ability to liaise with senior level stakeholder representatives in a rational and measured manner to communicate project progress, issues, risks and solutions

Ability to control meetings and ensure the attendees are focused on achieving the predefined objectives

An aptitude for problem-solving, with the ability to take a logical route to the source of an error.

Good written skills with the ability to produce clear and concise documentation.

The aptitude to contribute to the adaption and evolution of methodologies and procedures in a controlled manner to continually improve the delivery channel.

Background in software delivery advantageous but not essential

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