Type:                 Full-time, Indefinite

Starting:           Immediately

Location:          Malta/Remote

Reports to:       Head of Delivery

Background on EBO 

• We are an agile organization focusing on the use of AI to help companies automate conversations with their customers. Our core product (the EBO platform) is entering a growth phase – we are quickly increasing adoption (and thus increasing deployments) as well as deepening the functionality and feature-richness of our solution.
• We are laid back but buttoned up. We have a casual work environment with a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers.
• We deliver services and solutions that make a real difference in the lives of our clients and their businesses.
• We embrace quirkiness by openly accepting others as they are and building strong partnerships based on trust.
• Teamwork and collaboration are key to helping our colleagues and customers solve their challenges.
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us.

Job Description 

EBO strives to create delightful conversational experiences that help brands connect with customers on a personal level. We’re on a mission to make brands more human and accessible. AI Assistants are a new communication channel for organisations to engage with their customers and writers will enable this technology to come to life.

We’re looking for a Business Analyst for Conversation Design  who is a true digital native, passionate about the way we communicate and connect together. A talented wordsmith with a strong understanding of user experience, the ability to understand and capture the business needs of each customer and the flair to design exceptional conversational flows that meet our clients’ business objectives.

Job Responsibilities

• Lead client workshops to define requirements for the virtual agent’s conversational flows.
• Develop text and related media content within EBO for the virtual agent to understand, interact and communicate with end-users based on pre-agreed workflows;
• Build in the dialogs for the Virtual Agent using our exceptional dialog designer module within the EBO platform.
• Oversee all changes to the customer support journey through approval of new processes and workflows.
• You can determine the root cause in order to solve complex user issues through conversation design.
• Identify and diagnose issues experienced by our clients, support problem identification, advise users on the appropriate course of action or escalate if required to a higher level of support.
• Assure project content meets standards of quality, measured in terms of persuasion, consistency, delightfulness, uniqueness, and of course recognition, correctness and confidence;
• Ability to collaborate with remote and cross-functional groups.

Role Requirements:  

The most critical requirement is the cultural fit. If you have the right attitude, we’ll invest in you and help you grow in the role. Nevertheless, we often look out for these qualities: 

• Deep knowledge of conversational design and proven experience, including workshops with clients.
• Conversation design certification or previous training will be considered an asset. 
• Understanding of product life cycle, technical knowledge around APIs, contextual data, regex for validation purposes etc.
• A superlative command of written English language and the skill to write copy, high standards for excellence, attention to detail, patience, positivity, drive, holistic thinking, and hands-on creativity. Other languages will be considered an asset.
• 2-3 years of working experience. Having already written/built a virtual agent is a plus;
• Ability to work in a team, good communication skills and be able to work in a versatile role that requires a high level of flexibility;
• Creativity in implementing solutions with a capacity to deliver in a fast-paced environment;
• Experience working in a scrum and agile environment is a plus
• Ability to gracefully give, receive, and incorporate feedback;
• Self-motivation and proactive drive: you think ahead and are a pro at balancing time, competing priorities, and deadlines.

We Care: 

EBO is on a mission to help the business get closer to their customers through exceptional conversations. We can’t succeed in our vision without a strong and dedicated workforce. We care – deeply – about our team and offer:

• A dynamic, collaborative team; space to develop and shape ambitious business ideas;
• A buzzing tech-startup environment.
• Flexible hours;
• Family Friendly Measures;
• It Won’t Be Boring: Try new things. Think outside the box. We celebrate an environment that fights stagnation and challenges the status quo.

If you want to know more about us  read this.

So, are you ready for the next best step in your career?

Apply today – Send us your CV and a nice note on why you should get this job.