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Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Gather and document business requirements through stakeholder interviews, workshops, process analysis, customer journey reviews, and assessment of customer interactions
- Develop user stories, acceptance criteria, process maps, customer journeys, business requirements, and functional specifications
- Design conversational experiences including intents, dialogue flows, prompts, responses, escalation paths, fallback handling, and human-agent handoffs
- Analyze customer conversations, operational data, and service performance metrics to identify automation opportunities and customer experience improvements
- Support product backlog management, use case prioritization, sprint planning, requirements refinement, and agile delivery activities
- Collaborate with AI developers, architects, data specialists, and business stakeholders to translate requirements into AI-enabled solutions
- Execute functional testing, conversational testing, user acceptance testing, and defect management
- Support client presentations, workshops, solution demonstrations, business case development, and project deliverables
- Help design, develop, and deliver Generative AI and Conversational AI customer service solutions
Requirements
What you’ll need- 2-5 years of experience in consulting, business analysis, product management, customer experience, customer service transformation, or contact center operations
- Strong analytical skills and experience gathering requirements, documenting business processes, developing user stories, and translating business needs into actionable solutions
- Experience with customer journey mapping, service design, conversational design, digital experience design, or related customer transformation initiatives
- Understanding of Generative AI, Conversational AI, Large Language Models (LLMs), and their application within customer service and operational environments
- Familiarity with Agile delivery methodologies, product management practices, backlog management, and iterative solution development
- Understanding of contact center processes, customer service operations, customer support workflows, and service performance metrics
- Strong communication, presentation, facilitation, documentation, and stakeholder management skills
- Ability to work effectively with business stakeholders, technology teams, AI specialists, and cross-functional project teams within a consulting environment
- Hands-on experience with conversational AI platforms, virtual assistant design, prompt engineering, chatbot implementation, or AI solution testing
- Exposure to Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Genesys, NICE, Five9, or comparable technologies
- Experience supporting AI, digital transformation, or customer service modernization programs
Benefits
Comp & perks- Vacation: 12-25 days, depending on grade
- Company paid holidays
- Personal Days
- Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
- Variable incentives, bonuses, or commissions may be available depending on the position and applicable laws
- Reasonable accommodations during the recruitment process