Zoom: Chatbot/AI Designer

1 day ago

Manila, National Capital Region, Philippines KMC Solutions Full time $90,000 - $120,000 per year

Zoom is an award-winning workplace. We have been recognized by Comparably as having the #1 CEO, Best Company for Diversity, Best Company for Women, Best Company Culture, Best Company Perks & Benefits, Best Company Work-Life Balance, and more Not to mention we've been awarded by Glassdoor as the 2nd Best US workplace & Best Large Company US CEO in Wealthfront and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and most importantly: our happy Zoom customers.

Are you ready to join Zoom's Global Self-Service team and help design, build, and deliver the best customer web experience in the industry? In this role, you will be responsible for creating a tailored Chatbot and AI solution to assist our customers in real-time. This special someone must have the perspective of the customer top of mind, be creative, and understand the rapidly evolving world of artificial intelligence (AI) and machine learning (ML) tactics. Success is defined as Happy Customers using our Chatbot/AI solution -- designed and managed by you -- daily to solve their most common Zoom product questions.

Responsibilities:

●     Monitor and evaluate the Zoom support voice and digital Chatbot and AI environment daily

●     Design and optimize customer engagement experiences leveraging chatbot intents, and artificial intelligence tools.

●     Track chatbot outcomes, analyze search queries, case dispositions, website trends, and customer satisfaction responses, and provide recommendations

●     Work cross-organizationally with sales, support, marketing, IT, billing, and retention teams to coordinate a seamless user experience

●     Create user-centered designs that reduce the level of effort for the customer while ensuring broad access to solutions and tools our customers request the most

●     Map out customer journeys and develop conversational flows for voice bot that address the quickest path to resolution

●     Support content management team ensuring a consistent and robust customer-facing knowledge base

●     Conduct analysis of virtual assistant successes and failures; identify opportunities and prioritize changes to reduce failure rates

●     Manage chatbot localization process for 25 languages. If we want a specific language focus (e.g. Japan), we would need to be explicit about this

●     Train bot daily on top requests for improved customer resolution of requests.

●     Create flows in conversational design flow prototyping tools like Figma, , Botmock, Voiceflow

●     Understands natural language processing technology, its capabilities and constraints

Requirements:

● years of experience working with machine learning environments, artificial intelligence, chatbot, or virtual assistant platforms

●     Saas, UCaas, or technical industry preferred

●     Fluent in English, multiple languages a plus

●     Strong written communication skills

●     Customer-first mentality essential

●     Ability to quickly adapt to a rapidly changing technology landscape

●     Organizational and time management skills

●     Must work well individually and in a team environment

●     Bachelor's degree or equivalent experience

●     UX Writing, Content Design or Strategy experience

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