AI Systems Analyst for Customer Experience
5 days ago
About the Role:
We are seeking an AI Systems Analyst to help us redefine customer self-service experiences through innovative use of AI-driven conversational voice platforms.
Your Key Responsibilities:
- Identify and document customer pain points in voice- and chat-enabled self-service channels, working with partners to incorporate new features that support corporate initiatives.
- Quantify opportunities for new features and improved experiences.
- Collaborate with Conversational Designers to develop user-friendly conversational flows guiding customers to relevant answers and self-service options.
- Evaluate existing capabilities and workflow automation to enable customers to self-serve effectively.
- Assist in developing and improving the Conversational NLU model.
- Monitor and enhance the performance of our voicebot and chatbot solutions.
What We Offer:
As an eBay employee, you will be part of a global team shaping the future of ecommerce. Our comprehensive benefits package includes competitive salary, medical, financial, and other benefits such as PTO and parental leave.
Requirements:
- BS/BA in Computer Science or related field plus 5 years work experience OR MS with 4 years of relevant experience.
- 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.
- Hands-on experience in NLU model development, training, and tuning.
- Strong analytical skills with ability to analyze automated self-service platform performance using statistical analysis and bulk session analysis.
- Demonstrated experience articulating, negotiating, and refining design solutions with partners.
- Comfort operating in global environments across cultures, locations, and time zones.
Tech Skills:
- Producing performance reports to track KPIs (e.g. MicroStrategy, Tableau).
- Scripting languages (e.g. Python) for automated data processing and analysis.
- SQL.
The estimated salary for this position is $124,175 - $185,050 per annum, depending on location, skills, and experience.
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