AI Automation Specialist

Your potential with TTEC's award-winning employment experience. As an AI Automation Specialist working Hybrid in Novaliches Quezon City Philippines, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in the Philippines says it all

What You'll Do

Want to be a part of a global dynamic team? We are currently undergoing a search for an experienced AI Automation Specialist, located in the Philippines. The AI Automation Specialist plays a critical role in advancing our employee experience through conversational artificial intelligence. This role designs, manages, and optimizes our enterprise AI agent within Microsoft Teams, helping employees navigate our organization, find answers quickly, and reduce inquiry volume to our Shared Services organization. This individual will serve as the voice and architect of the conversational experience, ensuring accuracy, empathy, and alignment with our People & Culture processes. Acting as the bridge between business and technology, the Sr. Analyst partners closely with People & Culture, Shared Services, and Information Technology to bring conversational design to life — guiding content, structure, and prioritization while applying light project management discipline to keep work on track.

You'll report to the Senior Manager, Human Capital Services.

During a Typical Day, You'll

Conversational Design & Experience

• Design intuitive, user-centered conversational flows that align to People & Culture processes such as onboarding, benefits, payroll, and policy navigation.

• Develop conversation scripts, prompts, and tone guidelines that reflect our organizational voice and values.

• Translate business needs into structured intents, entities, and conversation paths for IT implementation in Copilot Studio and related tools.

• Conduct user testing, analyze employee feedback, and refine the conversational experience based on data and insights.

Content Strategy & Creation

• Create and maintain conversational and knowledge content used by the AI agent, including FAQs, short-form guidance, and escalation messages.

• Collaborate with Learning, Communications, and subject matter experts to source accurate, up-to-date information.

• Maintain a central content library and taxonomy that supports consistent voice and searchability.

• Apply content analytics to identify information gaps, optimize responses, and expand the agent's coverage over time.

Project Coordination & Stakeholder Collaboration

• Manage the end-to-end design lifecycle from requirement gathering through user acceptance testing.

• Partner with IT to align design deliverables, track development progress, and ensure timely releases.

• Lead light project management activities — maintaining timelines, action logs, and stakeholder updates.

• Facilitate cross-functional meetings and ensure alignment between business owners and technical teams.

Performance & Continuous Improvement

• Use analytics tools to track engagement, containment, and satisfaction metrics.

• Identify opportunities to improve deflection rates, employee satisfaction, and content effectiveness.

• Support communications and change management around new features or improvements.

What You Bring to the Role

• 2+ years of experience in conversational AI design, UX writing, People & Culture technology, or related digital experience roles.

• Strong understanding of conversational design principles, including tone, flow, error handling, and escalation.

• Excellent written communication and content creation skills.

• Experience managing projects or initiatives with multiple stakeholders and competing priorities.

• Strong collaboration skills and ability to translate business processes into clear user interactions.

• Familiarity with Microsoft Teams, Power Platform, or other enterprise collaboration tools.

What You Can Expect

· Supportive of your career and professional development

· An inclusive culture and community minded organization where giving back is encouraged

· A global team of curious lifelong learners guided by our company values

· Ask us about our paid time off (PTO) and wellness and healthcare benefits

· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

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About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.