Chatbot Specialist

This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.

About the Opportunity

The Chatbot Specialist will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring more remarkable customer experience through the system & applications used by ensuring systems & tools used are operating at optimum level. The Chatbot Specialist will be responsible for developing conversational flows, testing and refining chatbot functionality, and implementing machine learning algorithms to improve chatbot performance. The ideal candidate will be familiar with natural language processing (NLP) techniques and be able to incorporate them into chatbot design.

The Chatbot Specialist should possess the ability and willingness to balance the business requests and priorities while being able to articulate the rationale behind decisions. At your core, you will thrive in a fast-paced, collaborative, result-driven environment and be able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done.

Key Responsibilities: What You'll be Doing:

• Develop and execute AI Chatbot automations and other automations in the tools and technology integrated with chatbot to drive ROI

• Design user-centric conversational experiences and user journeys to enhance digital retail customer experience-Enable and maintain multilanguage chatbot flows by structuring content blocks and use bot performance metrics to drive continuous improvement on the bot contents.

• Responsible for documentation of standards, frameworks, processes, and methodology and educate the importance, benefits, and values of a conversation design-led channels strategy

• Identify trends and patterns in customer interaction and conversation data that present opportunities to improve operating efficiencies, customer experience, and process improvement through automation

• Identify areas of improvement and innovation by data analytics techniques to analyze conversation data and voice of customers.

• Manage the process of testing, implementing and maintaining the chatbot features including API and software integrations

• Assists bot manager in additional projects with analysis and execution for process/tools improvements, optimization, development, and/or maintenance efforts for automation for the global operations team.

• Stay up-to-date with industry trends and best practices in chatbot design and natural language processing (NLP) techniques.

Requirements: What We Look For In You

• Bachelor's degree in Computer Science, Engineering, or related field.

• Minimum 3 years of experience in chatbot development or related field.

• Experience with natural language processing (NLP) techniques, artificial intelligence, machine learning and ability to incorporate them into chatbot design.

• Experience with workflows creation and personalized experiences with conversion in mind.

• Understanding of machine learning algorithms and their application to chatbot development.

• Strong problem-solving skills and ability to troubleshoot issues.

• A self-starter who can take action with minimal supervision and consistently deliver against deadlines and goals.

• Comfortable with a metrics orientation, and can analyse reports and identify actionable insights to drive new opportunities.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced environment and manage multiple projects simultaneously.