Conversational AI Customer Services Analyst - Mexico

Accenture -
Ciudad de México, CDMX

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Información del empleo

Tiempo completo
Hace 17 horas

Cualificaciones

Administración de personal
Servicio al cliente
C#
Análisis de datos
Inglés
Java
Experiencia en bases de datos
Licenciatura
JavaScript
Pruebas de aceptación de usuario
NLP
Servicios web
Python

Descripción completa del empleo

Join Our Global Consulting Network and Expand Your Horizons!

Are you ready to take your career to new heights? At Global Network, we are more than just a team; we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas.

Why Choose Us?

Global Exposure: Work on international projects and gain invaluable insights into diverse cultures and business practices.
Specialized Development: We don’t just work across broad spectrums; we ensure you develop deep expertise in specific areas of management consulting, enhancing both your professional value and expertise.
Dynamic Work Environment: Our work is fast-paced and challenging, pushing you to grow quickly and continuously improve. It’s not just about meeting expectations; it’s about exceeding them and making a significant impact.
Innovation at the Core: At the Global Network, innovation isn't just a buzzword—it's a fundamental part of how we operate. We leverage cutting-edge technologies and innovative strategies to solve complex problems and deliver novel solutions that keep our clients ahead in a rapidly changing world.

We are driven by a commitment to excellence and a passion for delivering results that matter. If you are ambitious, talented, and ready for a challenge, we want to hear from you. Reach out, join our network, and start a conversation that could lead to your next big opportunity.

Let’s build a better future together!

The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

We are seeking a recent graduate to join our Conversational AI Customer Services team as an Analyst. This role provides an opportunity to work at the intersection of customer experience, artificial intelligence, and language technologies.

The Analyst will help design, test, monitor, improve, and support AI-powered customer interactions across voice and digital channels. The ideal candidate is passionate about technology, curious about customer behavior, and interested in how conversational systems can create better customer experiences.

This position offers hands-on exposure to modern AI technologies including conversational AI platforms, voice automation, natural language processing (NLP), speech technologies, large language models (LLMs), prompt engineering, and customer experience analytics.

Key Responsibilities

Conversational AI Operations

Support the configuration, testing, and optimization of conversational AI solutions.
Review customer interactions and identify opportunities to improve conversation quality and containment rates.
Assist in maintaining conversational flows, intents, prompts, and knowledge content.
Monitor AI performance metrics and customer experience outcomes.

Customer Experience Analysis

Analyze customer conversations across voice and digital channels.
Identify recurring customer issues, intents, and interaction patterns.
Document findings and recommend improvements to customer journeys.
Support continuous improvement initiatives focused on customer satisfaction and operational efficiency.

Quality Assurance & Testing

Execute functional, regression, and user acceptance testing activities.
Support continuous improvement initiatives focused on customer satisfaction and operational efficiency.
Report defects and support troubleshooting activities with technical teams.
Participate in testing new features and enhancements before production deployment.

Data & Reporting

Create reports and dashboards to track performance indicators.
Analyze conversation data and customer feedback.
Support root cause analysis for unsuccessful customer interactions.
Maintain documentation and knowledge repositories.

Collaboration

Work with engineering, customer service, product, and business teams.
Participate in workshops, requirements gathering sessions, and design discussions.
Support deployment and adoption of AI-powered customer engagement solutions.

Job Location: Mexico City or Monterrey

Mandatory qualifications:

Bachelor’s Degree completed
0-1 year of experience of experience in Conversational AI platform operations.
English Advanced
Technical Knowledge

Basic understanding of programming concepts.

Familiarity with at least one language such as Python, Java, JavaScript, or C#.
Understanding of APIs, web services, or system integrations is a plus.
Basic knowledge of databases and data analysis concepts.
Familiarity with cloud technologies is desirable.

Analytical Skills

Strong problem-solving abilities.
Attention to detail and structured thinking.
Ability to analyze customer conversations and identify trends.
Curiosity for learning new technologies.

Communication Skills

Excellent written and verbal communication.
Ability to explain findings clearly and professionally.
Strong documentation and presentation skills.

Preferred Qualifications:

Experience through internships, academic projects, certifications, or personal projects involving any of the following:

Conversational AI
Chatbots and Virtual Assistants
Voice Bots
Natural Language Processing (NLP)
Speech-to-Text (STT)
Text-to-Speech (TTS)
Generative AI
Large Language Models (LLMs)
Prompt Engineering
Customer Experience (CX)
Customer Service Operations
Data Analytics and Reporting

Additional Information:

Relocation Options: Candidates based in cities other than Mexico City or Monterrey can be considered, but Accenture regrets it does not cover relocation expenses for this position.

International Considerations: Foreign candidates can be considered but Accenture regrets that it is unable to sponsor employment Visas for this position.

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