Business Systems Analyst

About the Company:

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 and Conversational Help NLU model
• Monitor and improve the performance of the Helpbot & Conversational Help
• Work with partners to incorporate new features to support corporate initiatives

Requirements

• Experience with conversational flow design with 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 Google Dialogflow, Kore.ai, Nuance MIx, or similar platforms
• Experience producing performance reports, tracking KPIs and productivity suites: Microsoft, Google etc.,
• Demonstrated experience in articulating, negotiating, and refining design solutions with partners
• Experience in a customer service or a contact center environment
• Familiarity and experience with platforms that power virtual assistants

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. To learn about eBay's Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.

Jobs posted with location as "Remote - United States (Excludes CO, HI, NM, NYC)" excludes residents of Colorado, Hawaii, New Mexico and New York City.

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