• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology. • Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust. • Responsible for project success, ensuring timelines and objectives are met with precision and efficiency. • Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders • Author and deliver professional, effective presentations to client stakeholders • Follow best practices for developing engaging bot personas that engage users and properly represent the brand • Ensure the IVA interaction design and end experience reflect the intended persona • Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population • Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations • Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance • Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers • Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team • Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills • Contribute to internal and external thought leadership content development

• Provide customer support primarily through chat (with occasional email or calls if needed) • Guide users step-by-step on how to use the platform • Answer questions and troubleshoot common issues • Explain features clearly and in simple terms • Escalate more complex issues when needed

• Handle inbound and outbound customer interactions via phone, email, and live chat • Provide professional, empathetic, and accurate support across all communication channels • Resolve product, process, and technical issues while maintaining high customer satisfaction • Resolve technical issues, troubleshoot problems, and guide customers through solutions • Provide details about products or services, including specifications, features, and updates • Helping customers navigate through systems, platforms, or services to improve their experience • Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operations • Manage all complex contractor name changes and account mergers • Track customer inquiries and feedback to identify trends and improvement opportunities • Proactively monitor customer health and escalate risks as needed • Encourage product adoption by sharing best practices and optimization strategies • Partner with internal teams to resolve escalations and improve the end-to-end customer experience • Accurately document all customer interactions in Salesforce (or CRM) • Maintain detailed case notes, follow-ups, and resolution tracking • Contribute insights to improve processes, knowledge bases, and support workflows

• Field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call-related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.