AI Business Systems Analyst

5 days ago

San Antonio, Texas, United States eBay Inc. Full time
About the Role

We're seeking an AI Business Systems Analyst to help us redefine customer self-service experiences through AI-driven conversational voice platforms. As a key member of our team, you'll partner with Product Managers, Conversational Designers, Engineers, and business partners to craft exceptional customer experiences that are intuitive, efficient, and impactful.

Key Responsibilities
  • Identify and document customer pain points and underutilized opportunities in voice- and/or chat-enabled self-service channels, collaborating with partners to incorporate new features that support corporate initiatives.
  • Quantify opportunities that will evolve into new features and improved experiences.
  • Work with our Conversational Designers to develop customer-friendly, conversational flows that 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.
  • Assist with the development and improvement of the Conversational NLU model.
  • Monitor and improve the performance of our voicebot and chatbot solutions.
Requirements
  • Experience with conversational flow design in Kore.ai, Google Dialogflow, Amazon Lex, Nuance Mix, or similar platforms in a customer service or contact center environment (ideally in the eCommerce sector).
  • Hands-on experience in the development, training, and tuning of Natural Language Understanding (NLU) models.
  • Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities.
  • Demonstrated experience in articulating, negotiating, and refining design solutions with partners.
  • Strong abilities in sketching, mocking up, and evaluating interaction designs.
  • Comfort operating in global environments across cultures, locations, and time zones.
Technical Skills
  • Producing performance reports to track KPIs (e.g. MicroStrategy, Tableau or similar).
  • Productivity suites: Microsoft, Google, etc. including vlookup, pivot tables, and other analytical tools.
  • Scripting languages (e.g. Python) for automated data processing and analysis.
  • SQL.
  • LLM prompting techniques.
What We Offer

eBay Inc. is an equal opportunity employer. We offer a competitive compensation package, including a target bonus and restricted stock units (as applicable), in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave).

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

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