Digital Conversations Designer

17 hours ago


San Jose, California, United States ACL Digital Full time
Job Description

We are looking for a Digital Conversations Designer to join our team and help us create exceptional customer experiences through conversational AI. The ideal candidate will have experience designing and developing conversational interfaces and working with NLU models.

About the Role

The selected candidate will be responsible for designing and developing conversational interfaces for eBay's customer self-service and agent-facing productivity solutions. They will work closely with our Conversational Designers to develop customer-friendly, conversational flows to guide customers to relevant answers and self-service options.

Responsibilities
  • Design and develop conversational interfaces for eBay's customer self-service and agent-facing productivity solutions.
  • Work with our Conversational Designers to develop customer-friendly, conversational flows to guide customers to relevant answers and self-service options.
  • Evaluate existing capabilities and various workflow automation into the conversational experience to enable customers to self-serve.
Requirements

The selected candidate must have:

  • Hands-on experience in the development, training, and tuning of NLU models.
  • Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities.
  • Experience with producing performance reports to track KPIs.
  • Experience with productivity suites: Microsoft, Google, etc.
  • Demonstrated experience in articulating, negotiating, and refining analysis and solutions with partners.
  • Experience in a customer service or contact center environment.
  • Comfort operating in global environments across cultures, locations, and time zones.

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience.



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