Telephony & Conversational AI Analyst Intern

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 Position Summary The Telephony & Conversational AI Analyst Intern supports the Customer Care & Experience team as it builds the foundational infrastructure for Purpose Financial’s contact center and conversational AI capabilities. In this role, 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 is a great opportunity for a motivated student to contribute to meaningful, ground-floor work in a fast-paced financial services environment. Responsibilities Telephony Operations Support 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 AWS Lex Implementation Support 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 Dialer System Support 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 elevate technical problems to the appropriate teams Support documentation of dialer workflows, campaign setups, and standard operating procedures General Analyst Duties 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 Accountability Understand, adhere to and enforce all corporate policies. Education Required Currently pursuing a Bachelor’s or Master’s degree in Computer Science, Information Technology, Data Analytics, Business Analytics, Telecommunications, or a related field. Experience Required 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) General awareness of dialer compliance regulations such as TCPA and FDCPA is a plus Knowledge Required Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and 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) Physical Requirements Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location. Competencies Dependability Travel 0% Travel Attire Business Casual Other Must be eligible to work in the USA and able to pass a background check. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. #J-18808-Ljbffr Purpose Financial