Conversational AI Analyst (CAA0126)

How you fit in

The Conversational AI Analyst is responsible for monitoring, analyzing, and optimizing the performance of our conversational AI experiences (chatbots, virtual assistants and messaging automations).

Working closely with the Conversational AI Product Owner and Conversational Engineer, this role ensures our bots are accurate, effective, and continuously improving, delivering high-quality customer experiences and measurable business outcomes.

This is a hands-on role focused on using insights to identify key opportunities to make improvements and support the teams on implementing informed changes.

What you do

Monitor and optimize performance

Track key metrics (e.g. containment, resolution, CSAT, escalations), review transcripts and journeys, and identify issues and opportunities to improve the bot.

Configure and improve conversational experiences

Make changes in the conversational AI platforms (flows, responses, intents, routing rules) to improve accuracy, clarity and customer experience.

Run tests and measure impact

Support A/B tests and experiments, compare performance before/after changes, and recommend next steps based on results.

Ensure quality and consistency

Perform regular QA on live bots and releases, checking for correctness, coverage, tone of voice and adherence to guidelines.

Collaborate across the Conversational AI squad

Work closely with the Conversational AI Product Owner and Conversational Engineer to prioritize work, support new use cases and share clear insight from performance data.

Share insight with stakeholders

Provide simple, actionable updates to relevant teams (e.g. customer service, operations, product) and feedback regarding what you’re seeing from customers and the data.

Skills & Experience

Essential

· Experience in customer service in operations, technology or analytics

· Familiarity with customer contact technologies (e.g. chat, messaging, IVR, FAQ’s)

· Familiarity with conversational AI, chatbots, voicebots

· Comfortable working with dashboards and reports (e.g. BI tools, platform analytics) to interpret trends and identify issues.

· Strong analytical and problem-solving skills, with the ability to translate data and qualitative insight into concrete actions.

· Excellent written communication skills, with a strong eye for language, clarity, and customer-friendly copy.

· High attention to detail and a structured approach to testing, documenting and releasing changes.

· Ability to work cross-functionally and manage multiple priorities in a fast-paced and global environment.

Desirable

· Experience working directly with conversational design, NLU platforms, or bot-building tools.

· Experience working with large language models (LLMs, Gen AI)

· Basic familiarity with data concepts (e.g. funnels, cohorts, A/B testing, confidence intervals).

· Exposure to tools such as Cognigy, Sierra.AI (or similar low-code CAI platforms), Zendesk, Genesys, NICE

· Experience with multi-language support or global customer bases.

· Working proficiency in at least one language other than English, such as Spanish, German or French.

Education:

• Bachelor's (Required)

Experience:

• NLU platforms, or bot building tools: 1 year (Required)
• funnels, cohorts, A/B testing, confidence intervals : 1 year (Required)
• working with large language models (LLMs, Gen AI): 1 year (Required)
• Exposure to tools such as Cognigy, Sierra.AI or similar: 1 year (Required)
• Zendesk, Genesys, NICE: 1 year (Required)
• multi-language support or global customer bases: 1 year (Required)

Language:

• English proficient + Spanish or German or French (Required)

Resume must be in English:

80% English proficient

1,200 usd monthly

Job Type: Full-time

Work Location: Remote