Senior Conversational AI Services Design Officer

• Responsible for designing, developing, and managing the bank's Conversational AI systems (IVR, AI Voice Bot, and Chatbot), focusing on creating accurate, seamless, and highly efficient customer experiences. The position holder must have deep analytical capabilities (Logs, Data, Conversation Flow) to perform Tuning and system improvements, as well as play a comprehensive role in Service Design, Knowledge Management, and Quality Assurance.

"1. Conversational AI Design & Development

• Design and develop IVR, AI Voice Bot, and Chatbot in alignment with the Customer Journey and Business Requirements.
• Create and improve Conversation Flow, Intent Structure, and Dialog Design to be natural and accurate.
• Work with Business and IT teams to develop solutions that meet customer and organizational needs.

1. Log Analysis & AI Tuning

• Analyze Logs, User Interaction, Intent Recognition, and Error Cases to find the Root Cause.
• Continuously improve (Tuning) NLP/NLU Models, Dialog Flow, and Training Data.
• Monitor Performance and resolve deep-level issues of the Conversational AI system.

1. Service Design & Customer Experience

• Participate in designing Service Flow and Customer Journey for Voice and Chat Channels.
• Analyze Pain Points and improve the Experience to be efficient and aligned with the Brand.
• Support the development of UX Writing and Conversational Design.

1. Knowledge Base Management

• Design and maintain the Knowledge Base for AI Bots to ensure accuracy, completeness, and up-to-date information.
• Manage Content Structure, FAQ, Intent Mapping, and Training Data.
• Work with Business Units to continuously update information.

1. Testing & Quality Assurance

• Plan and execute Testing (UAT, Functional, Regression, Conversation Testing).
• Verify the accuracy of Bot Responses and Conversation Flow.
• Control system quality to comply with KPIs and SLAs.

1. Operations Management & Continuous Improvement

• Oversee the Operations of the Conversational AI system to ensure stability and availability.
• Track KPIs such as CSAT, Containment Rate, FCR, AHT, and Bot Accuracy.
• Continuously improve the system based on Data Insights and User Feedback.

Qualifications: Bachelor's or Master's degree in Computer Science, Computer Engineering, Information Technology, Data Science, AI, or related fields. 5–10 years of experience in IVR, Contact Center, Chatbot, or Conversational AI. Experience working with AI Voice Bot, NLP/NLU Platforms (such as Dialogflow, Microsoft Bot Framework, or equivalent). Skills in Log analysis, Debugging, and performing AI/Conversation Tuning. Understanding of Service Design, Customer Experience (CX), and Conversational Flow. Experience managing Knowledge Base or Content for AI Systems. Experience in Testing and Quality Assurance. Knowledge of API Integration, Cloud (AWS, GCP, Azure) is an advantage. Experience in Banking or Financial Services will be given special consideration. Strong communication, analytical, and cross-functional collaboration skills. Proficient in English (Listening, Speaking, Reading, Writing) at a business and technical level.