Nesco Resource · 2 months ago
Functional Expert – Retail Chatbot Enablement & AI Optimization
Plano, TX
Full-time
Hybrid
Senior Level
$100/hr - $130/hrNesco Resource is seeking a Functional Expert with deep expertise in Retail Customer Care and AI-driven chatbot solutions. The role focuses on enhancing customer care experience and improving deflection rates through intelligent automation, acting as a bridge between business and technology teams to define chatbot strategies and ensure solutions deliver measurable business value.
ConsultingHuman ResourcesStaffing Agency
Responsibilities
Partner with business stakeholders to identify high-impact use cases for chatbot automation and self-service capabilities in retail customer interactions
Collaborate with technology and customer care teams to define chatbot requirements, workflows, intents, and training data strategies
Develop and manage roadmaps for chatbot enhancement, focusing on increasing deflection rate, resolution accuracy, and customer satisfaction
Analyze performance metrics (CSAT, containment, FCR, AHT) and drive continuous improvement through conversational design, NLP tuning, and AI model refinements
Conduct functional assessments and gap analyses to identify opportunities for integrating chatbot with CRM, order management, and support platforms
Define and document functional requirements, business processes, and user stories for AI-based conversational interfaces
Stay current on emerging AI, GenAI, and conversational commerce trends and advise on their applicability to the retail environment
Facilitate workshops and training sessions for business and support teams to maximize adoption and effective utilization of the chatbot platform
Ensure chatbot aligns with brand tone, compliance standards, and data privacy guidelines
Qualification
Required
Proven experience enabling or optimizing chatbots, virtual assistants, or conversational AI solutions (e.g., using platforms like Google Dialogflow, Microsoft Copilot, IBM Watson, or Amazon Lex)
Strong understanding of AI/ML fundamentals, natural language understanding (NLU/NLP), and how these apply to improving self-service and automation
Demonstrated success in improving deflection rates and customer engagement metrics through automation or digital transformation initiatives
Excellent skills in stakeholder management, requirements definition, and cross-functional collaboration
Strong analytical mindset with the ability to interpret chatbot analytics and convert insights into action plans
Preferred
Experience working with AI-powered retail solutions, such as personalized product recommendations or conversational commerce
Familiarity with CRM and ticketing systems (e.g., Salesforce, ServiceNow, Zendesk)
Exposure to GenAI applications in customer support and content generation
Exceptional communication and presentation skills; ability to influence both business and technical stakeholders
Benefits
MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Company
Nesco Resource
Nesco Resource s an Staffing and Recruiting firm.
Founded in 1956
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Michael McDonald
Executive Vice President of Finance and Chief Accounting Officer
Recent News
InvestmentNews
2023-12-24
Maysville Online
2023-12-24
Company data provided by crunchbase