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Customer Experience AI Chatbot Specialist
PresencialTiempo completoAI EngineeringCreative Software
Design, train, and optimize conversational AI workflows that resolve customer issues, reduce support volume, and improve the customer journey. Collaborate with customer experience, product, technology, and vendor stakeholders in a digital-first environment.
Responsabilidades
- Design, build, and iterate conversational flows and NLP prompts in third-party AI chatbot platforms
- Develop intent libraries, training phrases, and response templates aligned with customer needs and brand voice
- Train and tune the chatbot to improve intent recognition and issue resolution
- Review conversation logs, performance data, and agent feedback to refine chatbot behavior
- Monitor ticket deflection, containment, and CSAT metrics and implement targeted optimizations
- Contribute to the chatbot roadmap, new use cases, and automation opportunities
- Work with customer experience teams to identify recurring issues, escalation patterns, and agent pain points
- Maintain documentation for flows, training data, intent structures, and change logs
Requisitos
- At least 2 years of proven experience building workflows or conversation flows in an AI chatbot or conversational AI platform
- Hands-on experience with no-code platforms for designing, automating, and optimizing conversational AI workflows
- Ability to create natural prompts, intents, training phrases, and response templates
- Understanding of customer experience workflows and the drivers of support ticket volume
- Analytical, detail-oriented approach to conversation data, chatbot metrics, and workflow maintenance
- Clear written communication and the ability to document complex flows
- Collaborative approach across customer experience, product, technology, and vendor teams
Se valora
- Experience with Forethought or comparable AI-native support platforms
- Familiarity with deflection rate, containment, average handle time, and CSAT metrics
- Experience in a SaaS or digital-first customer experience environment
- Exposure to knowledge base management or content strategy