Conversational UX Designer

We are looking for a great Conversational UX Designer 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 a Conversational UX Designer based in our Richmond Hill headquarters (but currently working remotely).

 

What is a Wysdom Conversational UX Designer?

Behind every fantastic AI-based solution is a team of brilliant people with a passion for helping clients deliver an amazing customer experience. Your core role will be to design and build Conversational AI solutions for our clients.

 

But what will I actually be doing?

You will be part of our Center of Excellence team and work closely with our clients designing Conversational AI chatbots for them.

The day-to-day role will entail designing, building, testing, and analyzing customer conversational flows on various Conversational AI platforms. You will work with Conversational AI platforms, in-house tools and use various prototyping to design, build and improve Conversational AI deployments to help elevate the experience our clients are able to provide to their customers. Finally, there will be opportunities to improve our processes, develop new technics, and create best practices for various process on different Conversational AI platforms.

In this role, you will: 

  • Conduct UX research and define the problem space/requirements by helping clients make appropriate trade-offs between optimal user experience, compliance and legal requirements, and technological limitation
  • Prototype conversational flows 
  • Leverage AI, NLP, analytics and automation to push the boundaries of conversational ai bots for our clients
  • Design, develop and evolve user conversational flows for resolving specific customer inbound issues or proactively engaging with the end customer for specific use cases
  • Analyze clients’ conversation logs to discover useful patterns, applying the knowledge to conversational flow designs
  • Create robust test plans that cover all the possible scenarios
  • Conduct analyses of real usage data to inform UX efforts 
  • Drive root cause analyses to respond to UX performance issues.
  • Develop and modify existing testing scripts in Python
  • Triage and fix issues discovered through testing
  • Plan and coordinate implementations of best practices across client deployments

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

About You 

  • Experience in designing and developing conversational AI applications and/or virtual assistants
  • Experience building chatbots on platforms such as Dialogflow, Rasa, Chatfuel, Salesforce, Zendesk, Intercom, Facebook, etc would be considered a big asset
  • Knowledge and experience with natural language understanding/processing systems (you know what an intent, utterance, and named entity is)
  • Analytical abilities to understand end-user experience in order to optimize it
  • Technical knowledge of the fundamentals of conversation, speech, and language technologies 
  • Strong writing and communications skills
  • Above-average Microsoft Excel / Google Sheets skills
  • Passion for delivering amazing results
  • Strong attention to detail
  • Analytical thinker with strong problem-solving skills
  • Working knowledge of Python or other programming languages is an asset
  • 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.

This role has been open since April 15, 2021 

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.