Telephony & Conversational AI Analyst Intern

Purpose Financial•Greenville, SC

19h•Onsite

About The Position

The Telephony & Conversational AI Analyst Intern supports the Customer Care & Experience team in building the foundational infrastructure for Purpose Financials’ contact center and conversational AI capabilities. The intern will assist with telephony workflows, dialer operations, and Amazon Lex-powered voice and chat solutions under the guidance of experienced team members. This role offers a motivated student the opportunity to contribute to meaningful, ground-floor work in a fast-paced financial services environment.

Requirements

Currently pursuing a Bachelor’s or Master’s degree in Computer Science, Information Technology, Data Analytics, Business Analytics, Telecommunications, or a related field
Some exposure to Amazon Web Services (AWS), including tools such as Amazon Lex, Lambda, or Connect, through coursework, projects, or self-study
Basic awareness of IVR systems, telephony platforms, dialer systems, or contact center technologies
Introductory understanding of NLP (Natural Language Processing) or conversational AI concepts
Some experience with data visualization tools such as Power BI or Tableau, even at a beginner level
Basic familiarity with SQL or introductory scripting/programming (Python or JavaScript)
Excellent written and verbal communications skills
Adaptability and flexibility to changing environment
Comfortable working in a dynamic, high volume, fast-paced environment
Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products
Strong analytical and problem-solving skills
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
Must be eligible to work in the USA and able to pass a background check

Nice To Haves

General awareness of dialer compliance regulations such as TCPA and FDCPA

Responsibilities

Assist the Telephony team with monitoring, reporting, and analysis of call center performance metrics (call volume, handle time, abandonment rates, etc.)
Help document telephony workflows, call routing logic, and IVR (Interactive Voice Response) configurations
Support data gathering and reporting to identify trends and improvement opportunities
Collaborate with Contact Center Operations staff to understand business needs and translate them into technical requirements
Assist in the design, configuration, and testing of Amazon Lex chatbot/voicebot intents, utterances, and conversation flows
Help integrate AWS Lex with existing telephony infrastructure and contact center platforms
Support the creation of test cases and participate in quality assurance (QA) testing of Lex bots
Document bot configurations, conversation flows, and integration architecture
Research AWS Lex best practices and provide recommendations to the team
Assist with monitoring and analyzing bot performance post-launch
Assist in the management and monitoring of outbound and inbound dialer systems (predictive, progressive, and preview dialing modes)
Collaborate with the Collections and Contact Center teams to optimize dialer strategies and campaign effectiveness
Help troubleshoot dialer issues and escalate technical problems to the appropriate teams
Support documentation of dialer workflows, campaign setups, and standard operating procedures
Compile and present data-driven insights and status reports to team leads
Participate in team meetings, sprint reviews, and project planning sessions
Assist with creating user guides and training materials for internal stakeholders
Understand, adhere to and enforce all corporate policies

Benefits

Competitive Wages
Health/Life Benefits
Health Savings Account plus Employer Seed
401(k) Savings Plan with Company Match
Paid Parental Leave
Company Paid Holidays
Paid Time Off including Volunteer Time
Tuition Reimbursement
Business Casual Environment
Rewards & Recognition Program
Employee Assistance Program
Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks