Job Duties and ResponsibilitiesCandidates must be willing to participate in at least one in-person interview.You will solve the challenge of scaling high-quality customer service by driving the strategy and optimization of our Conversational AI platforms. By leading the development of generative AI agents across IVR and Chat channels, you bridge the gap between complex natural language technologies and seamless user experiences. Your work directly influences customer satisfaction and operational efficiency by transforming how millions of users interact with our automated services.
What Success Looks Like (Objectives)- Establish a multi-year product roadmap for IVR and Chat platforms that prioritizes high-impact customer needs and aligns with enterprise transformation goals
- Lead the deployment and iterative optimization of generative AI agents, ensuring dynamic, context-aware responses that increase self-service containment rates
- Architect a data curation strategy in partnership with engineering to improve AI model accuracy and intent recognition through high-quality training datasets
- Develop a robust performance dashboard to track and improve key indicators related to accuracy, containment, and efficiency across all conversational interfaces
- Partner with legal, compliance, and UX teams to implement governance policies and journey maps that ensure safe, customer-centric automated interactions
- Utilize advanced analytics and AI-driven testing methodologies to conduct A/B experiments, driving continuous improvements in dialogue flow effectiveness
Skills, Experience and RequirementsCore Skills and Competencies (What you'll bring)- Expert-level understanding of generative AI principles, natural language processing (NLP), and the technical architecture of conversational AI platforms
- Specialized proficiency in prompt engineering and dialogue management to configure context-aware virtual assistants for both voice and text
- Proven ability to define long-term product vision and translate complex business requirements into prioritized technical roadmaps for AI-powered solutions
- Advanced capability in pulling and interpreting complex data sets from Snowflake, SQL, or Athena to inform data-driven product decisions
- Professional expertise in user experience (UX) principles for conversational interfaces, including speech recognition and text-to-speech optimization
- Strategic capacity for AI Innovation, applying emerging LLM capabilities and experimentation methodologies to solve intricate customer journey friction points
- Critical Experience leading the full lifecycle of complex AI product launches, from initial conception and training data management to post-launch optimization
Minimum Requirements- Bachelor's degree in Computer Science, Linguistics, Business, Marketing, or a related technical field
- 5+ years of relevant experience in conversational AI product management
- Hands-on experience with NLU/NLP platforms and generative AI agent configuration
- Proficiency in SQL (Snowflake/Athena) for data extraction and analysis
- Experience with IVR design or chatbot optimization
Salary RangesCompensation: $83,950.00/Year - $119,900.00/Year
BenefitsWe offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits.
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
