Conversational AI | SR (Remote)

Your tasks

Work on the evolution of Customer Experience digital channels, focusing on chatbots, AI, automation, FAQ, and self-service journeys. The professional will be responsible for analyzing user behavior and channel indicators to identify improvement opportunities, also acting in the configuration and optimization of chatbot flows, content curation, prompts, and digital journeys. The position combines analytical vision and user experience knowledge with practical action in chatbot, AI, and automation tools, seeking to increase user resolution and improve indicators such as Deflection and BSAT.

• Act in the configuration, evolution, and optimization of chatbot flows and self-service digital journeys.
• Work with AI, chatbot, and automation tools, performing configurations, adjustments, and fine-tunings.
• Structure and optimize conversation logics, prompts, and chatbot interaction paths.
• Analyze channel data and metrics to identify improvement opportunities and support decision-making.
• Analyze the main user interaction paths, identifying abandonment points, low resolution, and automation opportunities.
• Support the creation, editing, and optimization of Help Center and FAQ content, considering UX Writing principles.
• Use metrics such as Deflection and BSAT to evaluate the performance of digital journeys.
• Identify service gaps and propose new journeys, automations, and improvements to existing flows.
• Use tools such as Zendesk/Ultimate AI and Decagon, performing configurations and optimizations according to channel needs.

Requirements

• Practical experience with the configuration, development, or optimization of chatbots and conversational AI solutions.
• Experience with Generative Artificial Intelligence and Large Language Models (LLMs) applied to chatbots, virtual assistants, or customer service.
• Knowledge in prompt engineering, including the creation, evaluation, and optimization of prompts to improve the quality and accuracy of responses.
• Practical experience with the configuration, development, or optimization of chatbots, preferably applied to service journeys and customer experience (CX).
• Experience with Customer Experience (CX) indicators, such as Deflection Rate, BSAT (Bot Satisfaction), Containment Rate, Resolution Rate, or CSAT.
• Desirable knowledge in conversational AI and customer service platforms, such as Decagon, Zendesk, Ultimate.ai, or similar tools.
• Advanced/fluent English for conversation;