Solution Designer (Conversational AI)

Location: New York, NY
Department: Implementations (Customer Experience)
Reports to: Director of Implementations

Who we are:
Founded in 2015, Pypestream is conversational AI built for scale. Built to usher the customer-centric enterprise into the digital age with “always-on” automation. No more single-task chatbots, no more embarrassing NPS scores, and no more cobbling together technologies from multiple vendors. We elevate customer experiences with the power of a full-stack platform, military-grade security, native NLU capabilities, and the only patented B2C messaging carrier purpose-built to handle any volume.

Why you should join:

• We are a growing team of delivery experts, designers, engineers and data scientists focused on creating a communication platform allowing for intimate yet scalable conversations.
• We have a close-knit, high-performing Customer Success team that works collaboratively with the Customer Experience (Product Implementation) and Product teams to ensure the success of all our customers.
• We’re passionate about solving our customer’s most complex problems through intelligent conversational design and advanced automation integration.
• You’ll be given the freedom to develop new processes and bring fresh ideas to the table, while receiving the support and guidance from an experienced management team.

What we’re looking for:
Someone who is a self-starter with a knack for taking a solution from concept to reality. Technical Solutions Consultants are the most critical role within the Customer Experience team, responsible for understanding a customer’s existing processes and transforming them into rich, engaging, and functional conversational solutions. As such, a Technical Solutions Consultants needs to be inquisitive, have great attention to detail, challenge the status quo, and understand the nuances of end-user behaviors. Most importantly a Technical Solutions Consultants must have the technical skills to create transactional experiences by leveraging APIs/microservices and working with Integration Developers on the team to build integrations to backend systems.

What you'll do:

• Work on multiple (3-4) customer accounts simultaneously from kickoff to production deployment.
• Design and develop conversational solutions, leveraging rich functionality and NLU capabilities native to Pypestream’s platform, that achieve our customer’s business goals.
• Own the overall solution design process, determining the appropriate integration logic, authentication protocols, and contextual/conditional logic necessary to deliver rich conversational experiences.
• Work closely with both business and IT stakeholders within our customers to understand user experience and integration requirements.
• Document integration requirements and provide to Integration Developers within the Customer Experience team to develop necessary backend systems via REST/SOAP API requests.
• Work with Pypestream’s Product team to review and prioritize customer feature requests, advocating on the customer’s behalf.
• Collaborate with Pypestream’s Engineering team internally to support any custom development work or integrations outside of the Pypestream platform.
• Apply learnings from across Customer implementations and institute best practices for design and integration of individual use cases for our customers.
• Engage in knowledge sharing within the Customer Experience team and contribute to a growing repository of pre-build Starter Packs for our conversational solutions.

What's required:

• US Citizenship or Green Card
• Bachelor’s Degree (Computer Science, Engineering or Linguistics preferred)
• 2-4 years work experience (enterprise SaaS industry preferred)
• Experience in a customer-facing role (enterprise SaaS industry preferred)
• A curious mind, attention to detail, self-motivated performer
• Ability to work collaboratively in a team to extract best practices and learn on the job
• Professional demeanor and impeccable written / verbal communication skills
• Familiarity with messaging concepts and ability to create an automated, conversational solution leveraging available documentation from customers
• Hands-on experience with Python 3.x, Javascript and REST/SOAP APIs for backend systems integrations
• Understanding of (minimum) or hands-on experience working with (preferred) various authentication protocols (e.g., OAuth2, SAML)
• Understanding of (minimum) or hands on experience with (preferred) Natural Language Understanding (NLU) classifiers and concepts
• Exposure to PM / Issues Tracking tools (e.g., Confluence, Jira) and version control software (e.g., GitHub)

What you’ll get:

• A dynamic culture where performance and results are rewarded, coworkers collaborate and support one another, and individuals can contribute beyond their dedicated role
• Competitive compensation including base salary, performance bonuses and options
• Top-tier medical/dental/vision coverage, 401K, self-managed PTO, and a flexible WFH policy (given COVID-19)