Responsibilities
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for Service Automation Prompt Engineer to drive model performance and SOP optimization to ensure continuous improvement in chatbot.
Roles & Responsibilities:
- Expand the scenarios from traditional knowledge configuration to large language models.
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- Tailor the qualified automation SOP based on business strategy and policy.
- Launch, release and verification of the automation solution in the chabot.
- Operation and maintenance process management.
- Resolution effects monitoring, and opportunities finding for continuous optimization.
- Collaborate with algorithm and product teams to enhance chatbot solving capability, including modeling and feature capabilities, and make chatbot more capable of issue resolving.
Qualifications
Minimum Qualifications:
- Bachelor's degree is required.
- 3+ years of experience in automation.
- Prompt Engineer experience, and understanding knowledge of large language models.
- Expertise in project design, data analysis, communication, driving results, and managing change.
-Proficiency in English and Spanish is required for the role.
Preferred Qualifications:
- Experience in eCommerce marketplaces is a plus.
- Proven experience working in a global set up and across different timezones.
- Strong problem-solving and issue-resolution skills, with the ability to work in a deadline-driven environment, attention to detail and the ability to multitask.