- Lead the design, development, and rollout of chatbot features, using AI tools to improve customer engagement and enable self-service options.
- Integrate AI-driven chatbots across multiple platforms, ensuring consistent, high-quality customer interactions.
- Design, implement, and refine automation workflows across chatbot platforms, Zendesk, and other tools to elevate customer satisfaction and efficiency
- Lead prompt engineering and debugging to improve chatbot response accuracy, identifying and addressing performance issues proactively.
- Regularly assess and adjust automation processes based on customer feedback and shifting business requirements to increase support efficiency.
- Define and enforce best practices for automation testing, maintaining high release quality that meets customer needs.
- Partner with CX, product, and engineering teams to design automation and AI tools that improve the customer experience.
- Use continuous improvement methods to find and fix technical issues in automated systems.
- Track and report key metrics to evaluate automation success and provide updates to leadership on progress and impact.
- 5+ years in automation, systems management, or technical program management, ideally in a customer support or operations environment.
- Proven experience with AI tools and platforms, including chatbot development and prompt engineering.
- Knowledge of APIs, with hands-on experience in integration and use of programming languages such as Python, and Java/Kotlin
- Proficiency in using Zendesk and experience with data integration platforms like HighTouch.
- Strong expertise in managing production and staging environments, with hands-on experience in testing, debugging, and automation troubleshooting.
- Excellent communication skills, able to work cross-functionally and align technical solutions with business goals.
- Data-driven approach to decision-making with a solid understanding of key performance metrics for automation and customer experience.
TBD