Voicebot and Chatbot Administrator

Job Description**Job Title**: Voicebot and Chatbot Administrator

**Salary**: £30,000 - £32,000 Package

**Location**: Burnley (Hybrid)

A fantastic opportunity has arisen with a highly respected organisation in Burnley. The client are a very stable business who offer fantastic opportunities for progression and professional development. This role will allow you to lead on a key part of the organisation's operation.

**About the role**:

- Build, administer and maintain these conversations and flows within a strict governed change control process with high quality consistency and standards producing a high quality customer experience.
- Develop a test plan for successful and rigorous testing ahead of launching Voice, Chatbots or Web Chatbot's onto a live service.
- Maintain Voicebot and Chatbots - including spotting keywords, correct intents, ensuring Voice and Chatbots continue to improve understanding of natural language and intents are expanded and enhanced to improve Voice and Chatbot service.
- Analyse Voice and Chatbot data based on trends, successful and unsuccessful chats, and frequently asked questions
- Perform regular audits of Voicebot, Chatbot and Web Chatbot content, flows and transcripts to ensure adherence to conversation flows, required responses and customer journey

**Required skills and experience**
- Experience of building, maintaining and administering Voicebot, Chatbot and Webchat bot conversations and flows through Genesys Cloud CX 3
- Knowledge of a Customer Service environment and the needs of advisors and customers
- Experience of working within an agile environment
- Excellent team working skills
- Good communication skills
- Ability to solve problems