Conversational AI Customer Services Analyst - Mexico
Accenture
Mexico CityPosted 27 days agoDiscoveredMatch locked
Full time
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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.
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
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Bachelor’s Degree completed
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0-1 year of experience of experience
in Conversational AI platform operations.
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English Advanced
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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
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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About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com
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Not included in the source posting: what you'll do, benefits.
Skills
artificial-intelligencellmnlpcgenerative-aijavajavascriptpython
Who can apply
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