AI Business Systems Analyst

Key Skills

Microsoft Office suites, AI technology, Nuance Mix, Google Suite, Natural Language Understanding-NLU, Google Dialogflow, Chatbot, Interactive Voice Response - IVR, Kore.ai

Job Description

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

The role:

We are seeking for our Customer Service Technology team an AI Business Systems Analyst for our Helpbot experience to develop new experiences and features, and to improve the usability and utility of existing ones. You will partner closely with an amazing team of Product Managers, Engineers and business partners and get inside the heads of our users to shape the extraordinary experiences they don’t even know they need. Bring your creative ideas, and help us develop groundbreaking, engaging conversations.

Job Responsibilities:

• Understand the eBay ecosystem, processes, and products
• Develop conversational flows to guide customers to relevant answers
• Incorporate workflow automation into the conversational experience to enable customers to self-serve
• Assist with the development and improvement of the Helpbot NLU model
• Monitor and improve the performance of the Helpbot
• Work with partners to incorporate new features to support corporate initiatives

You are:

• Collaborative Partner: You demonstrate excellent communication skills across all levels of the organization. You can contextualize and translate a problem and its solution to partners of varying backgrounds to ignite passion and support for your ideas. You are technically savvy and able to work closely with developers, understanding their technical capabilities and constraints. You use excellent judgment and have high standards and are never satisfied with the status quo.
• eBay Enthusiast: You love eBay and aspire to deliver extraordinary products and customer experiences. You can empathize with your customers and your innovations are driven by their needs across their end-to-end customer journey
• Strategic Problem solver: You can develop a deep understanding of the product vision, the value it brings to customers and its market differentiation. You have insights into how the industry and competition will evolve so you can continue to generate tremendous value to your customers. You have a proven growth mindset and can think creatively
• Strong Executor: You are strongly oriented towards results. You have an inner drive that pulls you over obstacles and propels you through to the finish line while maintaining impeccable quality and integrity. You pose good judgment in balancing between innovation and robust operation, able to optimize productivity and efficiency when working with your partners

You have:

• Experience with conversational flow design
• Hands on experience in the development and training of Natural Language Understanding (NLU) models
• Experience analyzing performance of automated self-service platforms and identifying improvement opportunities
• Experience producing performance reports, tracking KPIs
• Experience with productivity suites: Microsoft, Google etc.,
• Demonstrated experience in articulating, negotiating, and refining design solutions with partners
• Strong abilities in sketching, mocking up, and evaluating interaction design
• Previous experience demonstrating both personal and team-based work
• Experience in a customer service or a contact center environment is a plus
• Comfort operating in global environments across cultures, locations, and time zones
• Experience with both Interactive Voice Response (IVR) systems and Chat Bots
• Familiarity and experience with platforms that power virtual assistants

Preferred qualifications:

• 4+ years experience in interaction design for consumer products
• Degree in HCI, Interaction Design, or related field
• Experience developing conversational assistants using Google Dialogflow, Kore.ai, Nuance MIx, or similar platforms

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work