As a Jr. Conversation Designer, I lead conversation analysis tasks and intent labeling efforts to prioritize use cases for solution design. I build and test models to ensure their efficacy and design and update dialog policy as needed. I gather customer requirements, document key user stories, and build conversation repair flows to develop conversation flows, scripts, and messages that lead to efficient, courteous, and impactful conversations. In addition, I collaborate with customers to align on solution design and incorporate their business requirements. As part of ongoing maintenance efforts, I create test cases in Dialogflow CX and respond to customer feedback, implementing changes as needed. My ability to lead no-match and escalation analyses, along with documenting processes for long-term scalability, ensures successful virtual agent engagements.

Communicating with clients to understand their business needs to complete analyses and provide insights, recommendations of capabilities with current technologies, and making requests for additional information necessary for implementation. Collaborating with teams to create training documentation for newly created processes and facilitating training for other team members. Providing feedback to Product Managers and Engineers to create tooling needed to remove bottlenecks in client implementations. Managing data gathering projects for contact center conversation insights for multiple Fortune 500 and startup companies.

Leading the newly created Conversation Analyst team through multiple hiring strategies including initially hiring entry-level employees and developing them to be able to consult clients through Conversation Flows changes. Managing teams through four workflow changes within a 1 year period while ensuring that the company's growth of 400% did not result in diminished product quality. Communicating with engineering teams about the team's needs for tooling that will assist in scaling processes for continued hypergrowth.

Providing internal and external teams with feedback on areas of opportunities available to their teams to increase sales. Completing QA's and providing the engineering team with detailed information regarding bugs and opportunities for automation to ensure UI is properly working for agents and our client's leadership team.

Ensuring delivery of all contractual and quality service goals while exceeding revenue targets while managing staff, hiring, supporting, motivating, exceeding sales goals, and training three teams concurrently.

Developing and Facilitating new hire training for 2-4 weeks including policy, process, products, and development of training materials. Providing coaching to new hire agents during their nesting week according to TTEC Circle Coaching strategy.

Consulting B2B customers and making software recommendations to fit their business needs. Also, providing mentoring and providing peer support to agents during their onboarding period.