Schedule

Mon - Fri: 8 AM - 5 PM (40 Hours)

What You’ll Do

Summary/Objective:

This role will be responsible for developing, optimizing, and maintaining conversational AI solutions using the Five9 IVA platform. This role will work closely with our product, engineering, and customer service teams to create seamless and engaging user experiences. The role will involve designing and implementing dialogue flows, data analytics on the success of the IVA, troubleshooting issues, and ensuring the virtual agents meet performance and quality standards.

Essential Functions:

Design, develop, and optimize conversational prompts and dialogue flows for Five9 IVA.
Collaborate with cross-functional teams to gather requirements and translate them into effective AI solutions.
Test and debug conversational agents to ensure high-quality performance and user satisfaction.
Monitor and analyze the performance of virtual agents, identifying areas for improvement and implementing necessary changes.
Stay updated with the latest advancements in AI and conversational technologies to continually enhance the IVA capabilities.
Provide training and support to team members and clients on the use and best practices of Five9 IVA.
Provide suggestions to the business areas for IVA changes to lower contact volume
Perform other job-related duties as assigned by Management

What You’ll Need

Education and Experience Requirements:

Bachelor’s degree in computer science, Engineering, or a related field, or equivalent work experience.
3+ years of experience in AI development, with a focus on conversational agents and virtual assistants.
Specific experience with Five9 IVA is required.

Additional Eligibility Requirements:

Proven experience as a Prompt Engineer or similar role, with hands-on expertise in Five9 IVA.
Strong understanding of conversational AI principles and natural language processing (NLP).
Proficiency in designing and developing dialogue flows and conversational prompts.
Excellent problem-solving skills and attention to detail.
Ability to work effectively in a collaborative team environment.
Strong communication skills, both written and verbal.
Experience with other conversational AI platforms and tools is a plus.

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

#INDLW #LI-REMOTE #LI-JL1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Digital Federal Credit Union / DCU

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