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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in configuring and optimizing chatbots and conversational AI solutions, with a strong focus on enhancing Customer Experience through data analysis and UX writing principles. Proficient in utilizing metrics to evaluate digital journey performance and identify opportunities for improvement.
Highest-signal resume keywords
Chatbot ConfigurationConversational AI SolutionsPrompt EngineeringCustomer Experience MetricsZendesk/Ultimate.ai
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Chatbot DevelopmentAI AutomationUser Behavior AnalysisContent OptimizationData Metrics AnalysisDeflection Rate EvaluationBSAT MeasurementResolution Rate AssessmentGenerative AILarge Language Models
Soft Skills
Analytical ThinkingProblem SolvingCommunication
Tools & Technologies
ZendeskUltimate.aiDecagon
Industry Keywords
Customer ExperienceSelf-Service JourneysUX WritingAutomation OpportunitiesDigital Channels
About the role
Key responsibilities & impact- Drive the evolution of Customer Experience digital channels, focusing on chatbots, AI, automation, FAQs, and self-service journeys
- Analyze user behavior and channel performance indicators to identify opportunities for improvement
- Configure and optimize chatbot flows, content, prompts, and digital journeys
- Work with chatbot, AI, and automation tools, performing configurations, adjustments, and fine-tuning
- Structure and optimize conversation logic, prompts, and interaction paths
- Analyze channel data and metrics to support decision-making
- Identify drop-off points, low-resolution areas, and automation opportunities
- Support the creation, editing, and optimization of Help Center and FAQ content, applying UX Writing principles
- Use metrics such as Deflection and BSAT to evaluate digital journey performance
- Identify service gaps and propose new journeys, automations, and improvements
- Configure and optimize tools such as Zendesk/Ultimate AI and Decagon
Requirements
What you’ll need- Hands-on experience configuring, developing, or optimizing chatbots and conversational AI solutions
- Experience with Generative AI and Large Language Models (LLMs) applied to chatbots, virtual assistants, or customer service
- Knowledge of prompt engineering, including prompt creation, evaluation, and optimization
- Experience with chatbots applied to customer service and Customer Experience (CX) journeys
- Experience with Customer Experience (CX) metrics such as Deflection Rate, BSAT, Containment Rate, Resolution Rate, or CSAT
- Familiarity with platforms such as Decagon, Zendesk, Ultimate.ai, or similar tools is preferred
- Advanced/fluent English proficiency for conversation
Benefits
Comp & perks- Remote work
- Professional growth and personal development opportunities
- Opportunity to work at a global Artificial Intelligence and technology company
- Proprietary and external AI-powered tools
- Participation in projects involving advanced technologies and digital platforms