• Job Description

  Req#: R1620752

  Job Title:

  Lead Analyst

  Job Description

  We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
  
  The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
  
  The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
  
  Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
  
  Join us and be part of this journey towards greater opportunities and brighter futures.

  Concentrix is seeking a highly skilled Lead Analyst to oversee our chatbot's intent-based Natural Language Understanding (NLU) and behavior. As the main point-of-contact for all chatbot functionality, you will play a pivotal role in ensuring the assistant aligns with our business goals.

  Key Responsibilities:

  • Design and maintain chatbot intents and entities.

  • Train and tune NLU models to enhance performance.

  • Manage generative fallback strategies.

  • Monitor and improve bot performance metrics.

  • Collaborate closely with product, development, and QA teams.

  • Use tools such as Google Dialogflow (CX), Rasa, Google Gemini (Vertex AI LLM), and Python for integration and automation.

  Detailed Responsibilities:

  • Define intents and training phrases for optimal chatbot interaction.

  • Configure entities and parameters to ensure comprehensive NLU.

  • Train and retrain NLU models to adapt to new data.

  • Design intuitive conversation flows and manage fallback responses.

  • Conduct data analysis and reporting to drive improvements.

  • Ensure the virtual assistant meets all quality and compliance standards.

  • Diagnose misclassifications and propose intent updates.

  • Oversee continuous improvement initiatives for chatbot functionality.

  Platforms/Tools:

  • Google Dialogflow CX for core conversational flows.

  • Rasa Open Source for custom NLU pipelines.

  • Google Vertex AI with Gemini LLM for generative fallback.

  • Use Python scripts and webhooks for custom integrations.

  • Utilize version control tools (e.g., Git) and collaboration platforms (e.g., JIRA, Confluence).

  Scope of Role:

  • Full ownership of the chatbot’s conversational intelligence.

  • Management of all user-facing chat flows and NLU components across channels.

  • Coordinate with front-end UI and core back-end system teams.

  • Ensure the virtual assistant accurately understands user requests and escalates to human agents as needed.

  Qualifications:

  • Proven experience in chatbot NLU and behavior management.

  • Strong proficiency in using related platforms and tools.

  • Excellent communication and collaboration skills.

  • Ability to thrive in a fast-paced, team-oriented environment.

  #LI- REMOTE #LI-MEXICO #NLU #GoogleDialogflow

  Location:

  MEX Work-at-Home

  Language Requirements:

  Time Type:

  Full time

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• About the company

  Concentrix,is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.

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