Natural Language Content Lead

Wolfcreek Consulting  •  Miami, FL and 2 other locations

Less than 5 years experience  •  Leisure and Travel

Salary depends on experience
Posted on 11/02/17 by Jay Reynolds
Wolfcreek Consulting
Miami, FL
Less than 5 years experience
Leisure and Travel
Salary depends on experience
Posted on 11/02/17 Jay Reynolds

Natural Language Content Lead

*** Position is in Miami, FL ***

The AI (Artificial Intelligence) Content Lead is the catalyst for embodying human language and form into an artificially intelligent platform. This person is responsible for designing and developing the conversational patterns to deliver a new generation of interactive virtual assistants on innovative AI technologies and products.

The AI Content Lead is responsible for creating and maintaining language models within Natural Language Understanding (NLU) engine(s) and owns analysis and curation of dialogue transcripts.

The ideal candidate will bring a blend of practical expertise and functional knowledge in appliedlinguistics and be passionate about transforming cumbersome customer experiences into productive conversations.


This role will be responsible for building, testing, delivering and maintaining AI Virtual Assistant (chatbot) solutions that provide exceptional value to our guests and colleagues. You will become a domain expert with a comprehensive understanding of Intelligent Virtual Assistants in order to play a truly consultative role. Engaging with copywriters, business analysts, and product teams, you will work to guarantee high-performing virtual agents throughout their lifecycle.

Specific Responsibilities:

  • Owns research of end-user behavior and design for each interaction models
  • Defines use case(s) and persona definition(s) and is is able to perform empathy mapping exercises
  • Responsible for representing a conversational interaction in a Natural Language Understanding (NLU) engine
  • Own the overall design of Intents and how those flow down into answers
  • Know how to best work with the grammatical concepts using concept filtering; knowing when to include a more granular vs. a more generic intent
  • Leads the relationship with AI software vendors, using self-serve tools as available
  • Works with software vendor(s) to establish ground truth and train language models as needed
  • Works with vendor(s) and copywriters to ingest or represent business content
  • Responsible for analyzing dialogue transcripts and improving conversational flows, owns resolution of content-related issues and plug holes in conversation flows
  • Drives improvements to improve user adoption

Basic Qualifications:

  • Bachelor's or higher degree
  • Experienceworking with natural language understanding services from Microsoft LUIS, IBM Watson, Amazon Lex and/or the like is HIGHLY preferred
  • Previous experience in web content management, process mapping, or business process improvement is HIGHLY preferred
  • Experience with artificial intelligence with specific emphasis on knowledge-based dialog management and/or interaction management for multimodal interfaces is HIGHLY preferred
  • Practical knowledge of version control and agile program management is HIGHLY preferred
  • Relevant academic background (appliedlinguistics, computational linguistics, psychology, communications, language, technology-related) or experience in content management, customer experience, dialog design, user experience is required
  • 2+ years’ experience in computational linguistics, language data processing, semantics, or syntax
  • 2+ years using data analysis to make informed decisions
  • 2+ years’ experienceworking with speech and text language data

Preferred Qualifications:

  • Experience in the hospitality or travel industries
  • Experienceworking with speech and text language data in multiple languages
  • Previous customer support or web-based customer service is preferred

Our Ideal Candidate:

  • Possess excellent communication skills, is very detailed oriented and comfortable working in a fast paced, highly collaborative, dynamic work environment
  • Has deep knowledge of appliedlinguistics
  • Demonstrates strong analytical skills, including the ability to do detailed analysis of virtual agent performance and trends in order to provide insight and recommendations
  • Knows the mechanics of language and is able to understands parts of speech and how people communicate through different channels
  • Is comfortable with technology and can engage with chat tools on different platforms
  • Keeps current with latest trends in customer engagement, hospitality management and conversational technology
  • Is passionate about your work, but willing to support several projects at one time and can accept reprioritization as necessary
  • Comfortable delivering within an agile program

*** Position is in Miami, FL ***

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