Shire Jobs

Chatbot Platform Owner (Conversational AI)

Job Description:

Are you passionate about AI and committed to driving innovative customer service solutions? We are seeking a forward-thinking Conversational AI Lead to join our Customer Support team. In this role, you will be instrumental in enhancing and maintaining our global chatbot platforms, focusing particularly on cognition and natural language understanding (NLU). You will lead the integration of generative AI (LLMs) into our chatbot conversations, ensuring our technology adapts and evolves to meet business and customer demands effectively.

What’s in it for you?

This pivotal role offers the opportunity to lead cutting-edge initiatives within the chatbot space, significantly impacting how we engage with customers and fulfil our service commitments. You will have the autonomy to shape the future of our chatbot interactions across global markets, enhancing customer experiences and operational efficiencies.

Key Responsibilities:

• Oversee the cognitive aspects of our chatbot platforms, focusing on understanding customer intent and enhancing NLU capabilities.

• Lead the integration of LLM generated content into chatbot conversations, collaborating closely with regional content writers and technology teams.

• Continuously analyse demand drivers and bot metrics to optimize model performance and effectiveness.

• Maintain and expand our global intent library, ensuring a comprehensive and responsive customer interaction framework.

• Develop and standardize common conversational design components to streamline bot authoring and journey design.

• Define and refine the chatbot's tone of voice, ensuring consistency and alignment with our brand's communication standards.

We are looking for proven experience in developing and maintaining chatbot platforms with a focus on NLU and cognitive understanding.

Expertise in integrating generative AI (LLMs) into conversational frameworks.

Strong analytical skills with the ability to interpret bot metrics and optimize performance.

Experience working with global teams and managing a diverse intent library.

Excellent communication and collaboration skills, with a focus on aligning technology with business needs.

Ability to define and maintain a consistent tone of voice across chatbot interactions.

Function:

Customer Operations

Country:

United Kingdom

Office Location:

Manchester

Work Place type:

Hybrid

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Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/

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We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com.

Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/