Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA's Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The company's foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.

Most roles at Convoso function as "hybrid" with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso's U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH,TX, UT, PA.

The Job:

At Convoso, we're constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That's where you come in.

We are looking for … a AI Conversational Designer. As an integral part of the product management team, be integral to the success of Convoso's Conversation AI product. You will be directly responsible for NLU Training, Building and Managing Conversational Flows, Optimizing Conversations based on key KPIs and have valuable input on future product improvements. Work both internally and with external clients to ensure that their conversations maximize conversion and other key success metrics

Stepping into this very challenging role will mean stepping into a dynamic environment. There'll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

What You'll Be Doing:

• Cross-Functional Team Relationship and communication:
• Collaborate with Product Management to identify key areas for improvement related to all aspects of Conversation Management.
• Support Managed Services, and other customer facing teams by being the key contact for conversational improvements.
• Be a key contributor alongside the Managed Services team when implementing customer specific conversation flows.
• Advise Customers and Internal Team on best practices regarding conversational design and NLU model management.
• Conversational management and growth:
• Design conversations led by an understanding of both business requirements and client needs.
• Design and implement policies, procedures and best practices around NLU model management and Conversational AI Training.
• Uphold and evolve internal knowledge sharing, content standards, and design principles.
• Review client chat logs, transcripts, recordings, and research to improve implementations.
• Develop conversational dialog that allows Convoso to offer exceptional user experiences.
• Own Convoso's chosen NLU Training methodologies and tools.
• Implement and improve processes and procedures regarding NLU models.
• Team Efficiency:
• Become a strong, contributing member of the team through product ideation discussions, alignment to the operational cadence, helping others succeed, and improvements to how we operate

Who You Are:

• Bachelor's Degree in Computer Science, Linguistics, Computational Linguistics or related field, or equivalent professional years of experience
• 3+ years of experience in a Conversational Design or related role.
• 2+ years of Conversational Design consulting experience OR
• 3+ years of experienced in copywriting (or other related conversational design writing experience).
• Prior experience working with Google Dialogflow
• Experience using HumanFirst for NLU training is preferred.
• Prior experience in B2B SaaS environment (Conversational AI experience strongly preferred).
• Prior experience Managing NLU Models

Work Perks Worth The Hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash
• Free Parking

Your California Privacy Rights:

As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso's privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.