AI Analyst – Chatbot

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the operation and continuous development of chatbots, self-service tools, and the agent copilot.

• Organize and implement knowledge base curation processes.

• Evaluate conversations to detect error trends and areas for enhancement.

• Conduct audits on the quality of AI-powered triage and rectify any misclassifications.

• Develop and sustain conversational structures, intents, rules, and prompts.

• Generate test sets to assess the quality of responses and classifications.

• Track metrics such as accuracy, deflection rates, transfer occurrences, resolution rates, fallback instances, and user adoption.

• Determine the causes for transfers to human support and suggest automation possibilities.

• Implement enhancements for self-service tools.

• Test and authorize new AI functionalities.

• Collaborate with the Data Analyst to construct and uphold operational metrics.

• Prepare routine performance evaluations and strategic action plans.

• Work in close collaboration with Customer Support and Customer Experience teams.

• Document processes, rules, flows, and operational criteria for AI solutions.

• Monitor the stability and availability of solutions.

• Lead ongoing cycles of testing, analysis, correction, and oversight.

• Support initiatives for the deployment of new AI solutions.

⛳️ Requirements

• Practical experience with chatbots, automated customer service platforms, or conversational AI solutions in a production environment.

• Proficient in chatbot and AI agent configuration, training, parameterization, and monitoring.

• Experience in curating AI knowledge bases.

• Understanding of generative AI, large language models (LLMs), natural language processing (NLP), and conversational AI.

• Knowledge in building and refining conversational flows, intents, rules, prompts, and classification standards.

• Capability to analyze conversations and customer service data effectively.

• Familiarity with chatbot and automated customer service performance metrics.

• Experience with customer service and automation tools such as Tiflux, Zendesk, or similar platforms.

• Knowledge of testing and acceptance procedures for AI solutions.

• Proficient in handling data and metrics using Excel/Google Sheets and/or business intelligence tools.

• Familiarity with integrating tools via APIs, webhooks, or automation.

• Understanding of prompt engineering methodologies.

• Ability to organize and maintain technical and operational documentation.

• Awareness of quality, security, privacy, and governance principles for utilizing AI within corporate settings.

• Completed or currently pursuing a degree in Systems Analysis and Development or a related discipline.

🏝️ Benefits

• Caju Benefits Card – BRL 700 monthly for personal use, with no payroll deductions and maintained during vacation periods.

• Unimed Health Plan – Fully covered by Contajá, with copayments applicable only when utilized.

• Birthday Day Off.

• Wellhub (Gympass) – access to gyms and wellness platforms.

• Telepsychology – up to 2 complimentary consultations per month.

• Telenutrition – up to 2 complimentary consultations per month.

• 15% discount on laboratory tests at Dasa network locations.

• 30% discount on generic medications and 20% on brand-name medications at Pague Menos pharmacies.

• Partnership with Estácio.

• ImpulsoJá Career Plan.

• Gamification with virtual coins redeemable for prizes such as a Kindle, participation in industry events, and exclusive gifts.