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Natural Language Interaction Analyst

at Discover Bank in New Castle, Delaware, United States

Job Description

Discover. A brighter future.
With us, you'll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it - we want you to grow and make a difference at one of the world's leading digital banking and payments companies.We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description
The Natural Language (NL) Interaction Analyst participates in the design of the user experience of a virtual assistant created by the application product teams. They help to ensure the virtual assistant is conversationally engaging, impactful for the end-user, and matches the voice of the brand. They help ensure the team accurately translates the brand's business requirements into natural dialogue flows backed by design best practices.

Responsibilities
Working with supervision in converting customer utterances and business rules into actionable intents within the conversation studio
Participating in the creation of Natural Language Grammars, Context rules and Dictionaries for use within all supported voice applications
Promoting a risk-aware culture; ensuring efficient and effective risk and compliance management practices by adhering to required standards and processes.
Interpreting business requirements to identify risks and design appropriate solutions
Collaborating with product owners, business partners, product teams and design team members to clarify and fulfill requirements from design through acceptance and implementation
Analyzing user feedback and iterate designs to enhance the user experience
Monitoring application performance and actively look for tuning opportunities
Helping ensure applications meet industry standards and technical specifications

Required Qualifications
Bachelors Sciences
Academic degree in Linguistics, Natural Language Processing, Human Computer Interaction, or related field

Preferred Qualifications
1+ years Excellent command of spoken and written North American Spanish, ability to mine data using SQL, understands contact center telephony environments (IVR, call routing, VOIP)
2+ years Designing, managing, supporting IVRs, voicebots, chatbots or similar conversational digital servicing assistants

What are you waiting for? Apply today!

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.

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Job Posting: 1019276

Posted On: Aug 12, 2022

Updated On: Aug 28, 2022