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IBM Conversation Manager in Bangalore, India

Introduction

The Conversation Manager is responsible for overseeing the E2E journey of IBM product Virtual Assistants, including designing and creating conversation flows and using data-driven insights to constantly improve the customer experience.

Your Role and Responsibilities

  • Designing and creating conversation flows, dialogue structures, and interaction models that align with user needs and business goals

  • Writing, editing, and refining conversational scripts, prompts, and responses to ensure clarity, coherence, and effectiveness

  • Documenting and being responsible for an engaging conversational experience, including Conversational flow, tone of voice, chatbot response

  • Providing input to improve logic of existing and upcoming flows

  • Collaborating with Sales and Marketing to uncover insights needed to build Virtual Assistants

  • Reviewing data analytics to identify areas of improvement

  • Using data-driven insights and user feedback to iteratively improve and optimize conversation design, leveraging analytics and user testing

  • Analysing and reviewing existing chatbot transcripts to uncovering gaps in the chatbot understanding

  • Implementing conversational design for new chatbot-enabled experiences

  • Staying up-to-date with industry trends, best practices, and emerging technologies in the field of conversational AI

Required Technical and Professional Expertise

  • Basic knowledge of intents and entities and awareness of trends in the field of NLP (LLMs, Conversational AI etc.)

  • Strong linguistic and writing skills, with a keen eye for detail and an ability to craft clear, concise, and engaging conversational content

  • Uncompromising commitment to client and customer satisfaction

  • Strong collaboration and communication skills, with the ability to work effectively in cross-functional teams.

  • Interest in digital / marketing channels

  • Design thinking, garage or other collaboration experience

  • Growth mindset and ability to drive activities across multi-discipline areas

Preferred Technical and Professional Expertise

  • Increase in CI conversion

  • Decrease in CI Unqualified

  • Improve intent recognition for relevant topics

About Business UnitIBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company's Global Markets organization is a strategic sales business unit that manages IBM's global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients' growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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