Job Summary:JOB DESCRIPTION – Conversational AI DesignerLocation: Manchester (hybrid)Division: Contact Centre TechnologyContract Terms: PermanentTHE TEAMLive Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.At Ticketmaster Fans come first. We care passionately about our fans interaction with our service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. Our technology and services help make it easier for fans to connect with their favorite events and performers.THE JOBAs a Conversation at Ticketmaster, you will play a critical role in designing and developing chatbots that deliver exceptional conversational experiences. You will primarily focus on the Amelia platform and harness the power of NLU to create intelligent, context-aware chatbots. Additionally, your role will involve working with both voice bots and chatbots to meet the diverse needs of our clients. WHAT YOU WILL BE DOINGCollaborate with cross-functional teams to design and develop conversational AI solutions on the Amelia platform.Leverage your NLU expertise to create chatbots that can understand and respond to user inputs effectively.Design and implement conversation flows, utilizing techniques such as Intents, Entities, Context, Opening, closing, Responses, Branching, Conclusion, Repairing conversation, Caller Authentication techniques, etc.Utilize knowledge of natural language understanding (NLU) and large language models (LLM) to enhance chatbot capabilities.Apply a strong analytical mindset to analyze customer conversation data and identify gaps in conversation design.Use programming skills (Python, Javascript, or equivalent) to enhance and customize chatbot functions (a plus).Collaborate with the development team to integrate conversational AI solutions into various platforms and systems.Stay up-to-date with the latest developments in conversational AI and NLU technologies.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Bachelor’s degree in Computer Science, Linguistics, Computational Linguistics, or a related field, or equivalent professional years of experience.Proven years of experience in a Conversational Design, NLU Architecture, or related role.Proven experience working with Amelia or similar platform.Familiarity with both voice bots and chat bots.Demonstrated expertise in conversation authoring and conversation management techniques.Knowledge of natural language understanding (NLU), large language models (LLM), and prompt engineering.Strong analytical skills with the ability to organize unstructured information and data.Proficiency in querying raw data to analyze customer conversation journeys and identify design gaps.Development skills in Python, Javascipt, or equivalent programming languages are a plus.Experience in working with multilingual chatbots.TICKETMASTER VALUESRock Solid Reliability – Must be able to earn the trust of clients, co-workers and fans; by setting clear expectations; delivering high-quality work on time and on task. Must be willing to take the time to do things right.Act with Integrity – As a leader I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.The successful applicant should be well organized, have good written and verbal communication skills, and be sensitive to customer frustrations with technology issues.LIFE AT TICKETMASTERWe are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.Our work is guided by our values:Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL OPPORTUNITIESWe are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. #LI-JCK #LI-Hybrid
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