Conversation Designer - Richmond, Australia - TPG Telecom

TPG Telecom

Verified Company

Richmond, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Exciting time to join a top 100 ASX listed business with big goals

Hybrid working arrangement, mix of working from home and the office
Awesome company culture and benefits

We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity

The Conversation Designer is responsible for supporting Customer Care in developing and implementing digital activities to optimise and guide customers toward digitally assisted channels.

This will be done through data driven decisions to create beautiful customer centric self-service journeys on digital, channelling contacts through our virtual agent (IVR and chat) for quicker and easier self-service.

You will be key to operationally driving an increased digital adoption and self-service while maximising the customer experience.

Responsibilities

Design, build and test elegant, intuitive, and consistent customer conversation journeys led by an understanding of both business requirements and customer needs to offer exceptional user experiences
Implement conversational flows, dialog management and natural language understanding (NLU) to improve user interactions
Work on finetuning our NLU model through regular phrase tuning to help improve intent recognition
Perform quality assurance testing to ensure conversational AI models are performing optimall
Support and lead the creation, prioritisation, and implementation of a backlog of improvements to customer journeys
Stay uptodate with the latest trends and technologies in the conversational AI space and implement them where applicable

Knowledge and experience

Three years plus experience working in a digital assisted customer service delivery environment, ideally within a highvolume consumer environment
Experience in Conversational AI development chatbot, voice recognition, speech solutions etc
Knowledge of linguistic and natural language processing (NLP)
Strong user experience designer and copy writing skills
Customer centric approach: Listens to and hears customer's needs
Minimum one year plus experience in DialogFlow, Amazon Lex or equivalent NLU bot framework
Minimum one year plus of Genesys development experience, or equivalent industry experience
Technical knowledge or experience in JavaScript or Python or equivalent development skills is an added advantage

Benefits and perks

Flexible hybrid way of working (from home and office)

- 'Stay Connected Mobile'

Access to a free mobile plan

- 'Stay Connected NBN'

Access to a free NBN 100 plan

- 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year

Access to TPG Learning Hub platform and internal development opportunities
Access to Corporate Partner Discounts

Our TPG Telecom Spirit
We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs.

You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together.

We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

Bolder and better together

We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.
LI-Hybrid #LI-SM1