Product Specialist

4 weeks ago

Wellington City, New Zealand Contact Energy Full time

Company Description
**Te Tākinatanga | Our Story**
- Ko tā Contact e whakapono nei, ko te taiao tonu te taonga nui katoa o te ao._
- Koinei mātou e whai atu nei kia mahue atu i a mātou tētahi ao hauora ake, tēnā i te ora i kuhu ai mātou._
- He pakihi whakarato hiko, ipurangi mātou, engari arā kē atu anō ā mātou taha._
- Kei te whakawhanake mātou i ā mātou mahi ake, i ngā ara hoki e whai hiko ai a Aotearoa, kei te kōkiri kia tukua te hiko tukurua, ā, kei te whakaputa i tētahi wheako matihiko mō ā mātou kiritaki kāore anō kia kitea i tēnei whenua._
- He tīma kotahi mano mātou nō ngā hau e whā, e ngākau nui ana ki ā mātou mahi, e aroha ana tētahi ki tētahi, e ako ngātahi ana, e whakapono tahi ana ki ā mātou tikanga ārahi: mā te manaaki kia toa, ka mana te katoa._

At Contact, we believe home is the most important place in the world. It's all part of our vision to leave Aotearoa better than we found it. We’re a power and broadband company, but we’re so much more than that. We are transforming the ways we mahi, and how Aotearoa is powered, leading the charge on renewable energy and digitising customer journeys in ways not yet seen here. A team of 1000+ from all walks of life who love what we do, look out for each other, and learn from one another every day, we’re stoked to be guided by our tikanga: we touch lives to make life better.

**Job Description**:
**Kōrero mō te tūranga | About the role***

We’re on a major growth trajectory. Mid-transformation of our Retail, Generation and Trading business, we have a digital-first focus on operational excellence that makes this a _very _exciting time to join as we strengthen our technology, data and delivery capabilities, adopt new ways of working, and shape our culture for greater agility, innovation and customer obsession.

In this newly created role as Product Specialist for Automated Channels, you’ll get to work at the forefront of some of our most exciting digital innovations, helping rebuild our Voice IVR and establish other customer journeys (like live chat). Collaborating with teams and other developers, you'll use Artificial Intelligence and NLP technologies to design, develop, test, deploy, and maintain Virtual Assistants across our channels.

Reporting to the Head of Intelligent Automation (a great guy), you’ll join a kickass Digital team whose focus is on delivering and supporting virtual assistants across our customer communication channels to identify and automate key customer journeys and, in doing so, ensure our customers get what they need seamlessly, and our Contact whānau are freed up to get stuck into other mahi that matters.

A lot of this will be contact centre work. When we get into a support model with voice bots and chat bots, are the algorithms working correctly? Are we picking up the right intent to answer their questions upfront? Your expertise will play a key part in evolving that model, and we’ll help you to evolve at the same time, with opportunities to upskill in other automation tools and processes, as well as a solid training budget for conferences and courses.

**Qualifications**:
**Ko wai koe | About you**

Coming from a development background, you’ve grown into a space where you’ve gained hands-on experience building voice bots or chat bots, but you’re still fluent in **JavaScript** (specifically NodeJS - part of how we develop incorporates that, so you need to be able to understand that language). You have an in-depth knowledge of conversational designs, flow, and automated speech recognition, a sound knowledge of AI/Virtual Assistant development landscape, tools (ideally** Google DialogFlow**), and other frameworks, and you’re familiar with the software development lifecycle and different approaches, including Agile.

You have real-world experience building projects from ideation to completion, and you’re hanging out to work somewhere with as fierce an appetite for innovation as yours (spoiler alert: that’s us.)

You’ll need to be able to identify, analyse, and interpret trends, patterns, and correlations in complex datasets, as well as drive change and take leadership when required. For this, your communication skills will need to be on point, with the ability to convey complex information simply and approach everything with a true customer-first mindset.

Additional Information

Contact is not a place you’ll stagnate. We are growing and offer superb learning and development opportunities along with a bunch of other perks like free health insurance cover, better-than-your-average leave, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home set up & wellbeing, a trail-blazing parental leave policy, discounts on Contact Energy products_, _and more.

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