AI Business Systems Analyst (Data Analyst II)

Job Title : AI Business Systems Analyst (Data Analyst II)

Job ID : EBAYJP00022149

Location : Remote - (United States Open to all time zones EST may be more preferred Teams do work with some EU time zones)

Job Description :

I Business Systems Analyst 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 an AI Business Systems Analyst to help us define new and improved customer self-service experiences that harness the capabilities of an AI-driven, conversational voice platform to deliver an exceptional customer experience. You will partner closely with an amazing team of Product Managers, Conversational Designers, Engineers and business partners and get inside the heads of our users to shape extraordinary experiences that are easy to use, to the point, and wow our customers. Bring your creative ideas, and help us develop groundbreaking, engaging conversations.

Job Responsibilities :

• Identify and document customer friction points and underutilized opportunities in voice- and / or chat-enabled self-service channels.
• Quantify opportunities that will evolve into new features and improved experiences
• Work with our Conversational Designers to develop customer friendly, conversational flows to guide customers to relevant answers and self-service options
• Evaluate existing capabilities and various workflow automation into the conversational experience to enable customers to self-serve
• Assist with the development and improvement of the Conversational NLU model
• Monitor and improve the performance of the IVR
• Work with partners to incorporate new features to support corporate initiatives You have :
• Experience with conversational flow design in Kore.ai, Google Dialogflow, Nuance Mix, or similar platforms
• Hands on experience in the development, training and tuning of Natural Language Understanding (NLU) models
• Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities
• Experience with producing performance reports to track 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 designs
• Experience in a customer service or a contact center environment
• Comfort operating in global environments across cultures, locations, and time zones

Will this candidate interface with IT and business teams? If so, which internal / external groups? Large platform migration - re-platforming IVR technology building it for the chat tool Essentially building a conversation bot from an IVR standpoint - the project will migrate the technology and will move the conversational bot

Working side by side the product team and other business analyst and designers to work analysis

Focusing on moving into a new phase of the platform - Natural Language (NLU) training

Analysis on current states on what tools are available and new tools - helping identify new tools

Platform performance analysis- do we have the data to quantify the impact and optimize and improve

Migrating to legacy flow- understanding of this legacy flow is not mandatory How does this project impact the line of business or eBay as a whole? Required Skills (top 3 to 5 / non-negotiables) : What you like to see on resumes? (nice to have)

Strong skills in NLU - must have 1

German language 2

Worked with previous analyst and conversational designers 2

Contact center experience and customer service 3

Understanding conversational bot experience -

Have IVR experience and can show their actual tenured experience - large enterprise experience heavily preferred (2-3 years of experience) 3

Tableau is the main tool used 4

Google suite 5

Disqualifiers or Dislikes on Resumes : Short term contracts / contract job hopping - looking for someone who is looking to collaborate

Does not have the soft skills needed to fit within the team Education Requirement : Minimum 3-5 years but open to 2 if they look very interesting with previous

No degree needed- Industry and relevant experience Required Testing : NA Software Skills Required : NLU, IVR, Google Suite, Tableau Required Certifications : NA Preferred companies / industries : Large enterprises, eCommerce, Customer service experience

No looking for start-ups, small scale company / enterprises Candidate Value Proposition : Previous AWF : Didn't bring previous experience into the role, didn't engage and communicate. The manager wants to hear their ideas and want to provide areas of growth for the AWFs. Want them to take advantage of the opportunities and want them to promote new ideas and to investigate things further. Difficult Aspects of Role : NA