Artificial Intelligence

• Design call flows using Amazon Connect/Lex conversational design, focused on IVR front-end design to build self-service contact flows
• Create user stories
• Develop acceptance criteria
• Train Lex bots
• Perform conversation design, feedback, and tuning
• Conduct conversational QA during migration
• Collaborate on GenAI-enabled conversational use cases, including prompt design, response evaluation, and responsible AI considerations
• Integrate NLP from Cisco Webex/Nuance IVR to Amazon Connect with Lex NLU for voice and web chat

Conversational AI Designer – Amazon Connect, Lex NLU

• Help operate and continuously improve enterprise AI and agent governance processes
• Maintain an authoritative inventory of AI and agentic solutions, including ownership, purpose, data sources, connectors, risk classification, controls, and review requirements
• Support AI intake and assessment processes from initial request through design, build, testing, deployment, monitoring, review, and retirement
• Evaluate solutions against data classification, identity, connector, privacy, security, human approval, and appropriate AI usage requirements
• Perform and coordinate DLP, connector, and access-control reviews
• Monitor AI control, usage, cost, and value metrics and identify exceptions or potential control issues
• Develop governance dashboards, reporting, documentation, procedures, and control evidence
• Support AI control testing, audit readiness, and periodic attestations
• Work directly with engineering and business teams to help them understand and meet AI governance requirements
• Support development of an enterprise AI asset management/inventory capability

AI Governance – Controls Analyst

• Serve as the brand's primary contact from contract to go-live
• Run launch plans, milestones, and dependencies on both sides
• Architect each brand's Remark setup, including knowledge base, intents, integrations, automations, and advisor behavior
• Write and tune prompts, knowledge, and logic for brand-specific AI advisors
• Test advisor behavior and iterate until it meets quality expectations
• Design custom integrations, data transformations, and workflows when platform defaults do not fit
• Monitor client engagement, conversion, and revenue from launch onward
• Train brand teams, set expectations, and document the build for Merchant Success
• Bring launch learnings to Engineering and Product to shape the platform

AI Implementation Strategist

• Own brand launches end to end as the primary contact from contract to go-live
• Run launch plans, milestones, and dependencies on both sides
• Architect each brand's Remark setup, including knowledge base, intents, integrations, automations, and advisor behavior
• Build and tune prompts, knowledge, and logic for brand-specific AI advisors
• Test advisor responses and iterate until performance goals are met
• Engineer custom integrations, data transforms, and workflows when platform defaults do not fit
• Monitor client engagement, conversion, and revenue from launch and optimize toward those metrics
• Train brand teams, set expectations, and document builds for Merchant Success
• Share launch insights with Engineering and Product to shape the platform