Manager, Conversational AI

Responsible for managing the end-to-end delivery of conversational AI initiatives, overseeing project planning, execution, and ensuring successful outcomes. Designs, develops, and implements chatbot and virtual assistant solutions to automate conversations and enhance user experience. Provides oversight and leadership in managing multiple conversational AI projects simultaneously, ensuring alignment with strategic goals, timelines, and budgetary guidelines . Brings thought leadership and knowledge of Machine Learning with expertise in Natural Language Processing (NLP) chatbot development for our Retail and Pharmacy operations.. Assesses proposed user experiences for feasibility and presents holistic strategy and roadmap to executive leadership. Develops best practices, procedures, and reusable tools for maintaining the highest level of application performance possible.

Job Responsibilities

• Leads team that designs, develops, and maintain chatbot workflows using Python, NLP libraries and web-based integration scripts. Utilizes data to conduct experiments and generate new content, parameters, and settings for continued optimization of the customer experience.
• Analyze business processes and identify automation opportunities.
• Develop and maintain chatbot workflows using Python, NLP libraries, and web-based integration scripts.
• Provides oversight into developing and operating our chat and chatbot strategy, which includes using
• data models to drive contextual conversations across voice and chat channels.
• Collaborates with business users to gather requirements and provide technical expertise to chatbot projects.
• Provide technical support for chatbot solutions and troubleshoot issues.
• Ensure quality and performance of chatbot solutions by establishing a data focused structure for making decisions to enhance the customer experience.
• Leads the strategy for how NLP engine is built and optimized through research, analysis, and execution with cross functional stakeholders.
• Ensure adherence to security and compliance policies.
• Stay up-to-date with emerging chatbot technologies and industry trends.
• Develops methodologies and procedures to facilitate more efficient deployment and tuning by utilizing machine learning (ML) techniques.
• Develop and maintain project documentation, including design documents, test plans, and user manuals.
• Serve as the internal Subject Manner Expert (SME)

About Walgreens and WBA :

Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits

“An Equal Opportunity Employer, including disability/veterans“.

Basic Qualifications

• Bachelor’s Degree and at least two years of experience with speech recognition, or High School diploma/GED and at least five years of experience with speech recognition.
• A strong background in Python programming language, experience in NLP libraries and a proven track record of successful chatbot project delivery
• At least two years of experience in chatbot development and implementation
• Experience of cloud platforms (Azure or GCP)
• Knowledge of chatbot development tools and passion for automation and enhancing user experience.
• At least 2 years of experience contributing to financial decisions in the workplace
• At least 2 years of direct leadership, indirect leadership and/or cross functional team leadership.
• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state)

Preferred Qualifications

• Bachelor’s Degree, Master’s Degree or Ph.D. in Computer Science, Linguistics or Cognitive Science
• 3+ years of experience in managing direct reports preferably in in the field of conversational AI and/or natural language processing
• Fluent or near-fluent in Spanish
• Experience with Genesys voice platform

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