Conversational AI Optimization Specialist

We are looking for a great Conversational AI Optimization Specialist to join Wysdom – a fast-growing Conversational AI company helping businesses offer their customers natural language AI solutions that deliver automated customer service and support over chat, through smart devices, search, or on the phone.

Wysdom offers a comprehensive Conversational AI Optimization suite helping businesses increase customer satisfaction, contain costs, and maximize revenue generation. We use a proprietary suite of analytics, optimization and testing tools, and offer services through a team of experienced conversational AI specialists who ensure clients maximize their conversational AI ROI. Brands around the world fully outsource their conversational AI needs to Wysdom.

We do all the work for enterprises as their business evolves, from set-up to optimization.  Our customer’s only job is to tell us what matters to their customers and what matters to them.  We’ll take it from there, while providing the ongoing insights on how Wysdom is shaping the experience of the enterprise’s customers.  

The Wysdom platform is built on a state-of-the-art NLP infrastructure, complemented with the tools, data and people to ensure successful operation of the suite of Wysdom products.

We are growing our team — please join us as an Conversational AI Optimization Specialist based in our Richmond Hill headquarters (but currently working remotely).

 

What is a Wysdom Conversational AI Optimization Specialist? 

Behind every amazing AI-based solution is a team of really smart people, with a passion for helping clients deliver an amazing customer experience. Your core role will be to build AI solutions which showcase the performance of the Wysdom solution. 

As a Conversational AI Optimization Specialist your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments. 

Our clients are some of the top brands in the world. You will get a chance to be a part of how these companies are transforming their business to create a world-class digital experience for their customers.

 

But what will I actually be doing? 

The day-to-day role will entail designing, building, testing and triaging customer conversational flows. You will work with our Conversational AI platform, our operational tooling and use various scripting technologies (Python, Javascript and shell scripting) to build and improve our AI deployments to help elevate the experience our clients are able to provide to their customers. This involves analyzing user data to discover useful patterns, ensuring all pathways in the conversations perform as expected, triaging issues and fixing them. You will develop comprehensive test plans for internal use and with our clients.  A significant part of the role will also be applying learnings and best practices of conversation designs across our client base. Finally, there will be opportunities to improve our AI processes and drive real change in our platform through developing tools and processes to streamline AI training. 

In this role, you will: 

  • Analyze clients’ conversation logs to discover useful patterns, applying the knowledge to conversational flow designs 
  • Build and deploy customer conversations
  • Create robust test plans that cover several scenarios
  • Develop and modify existing testing scripts in Python
  • Triage and fix issues discovered through testing 
  • Work with our clients to guide them through test plans
  • Track and resolve issues through client UAT
  • Plan and coordinate implementations of best practices across client deployments

Beyond these day-to-day responsibilities, your sense of curiosity and analytical mindset will challenge you to dig deeper into the ways in which we can continually improve our solution, our success rate and the customer experience.

 

About You 

  • University degree in a technical or mathematical discipline (e.g. Computer Science, Engineering)
  • Working knowledge of Python
  • Experience with software development life cycle (SDLC) is an asset 
  • Experience with UNIX is an asset
  • Above-average skills using Excel / G Sheets
  • Passion for delivering amazing results 
  • High attention to detail 
  • Analytical thinker with strong problem-solving skills
  • French would be considered an asset 

About Wysdom

Wysdom is a venture-funded start-up and is led by an experienced team of serial entrepreneurs with a history of building great teams and products.  We offer a terrific work environment in all our offices, full company-paid benefits from your first day, and a stock option program, to ensure you participate in the growth we see ahead. Head here to read more about what it’s like to work at Wysdom.

Apply for this position

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.