We are looking for a Senior Chatbot Specialist to not only develop strategies in driving the enhancement of our chatbot (Bybot) but also be hands‑on in implementing/executing the results within the global customer service ecosystem.

This role is critical in driving automation, improving resolution quality, and ensuring seamless integration between AI support and human assistance.

Key Responsibilities

• End-to-End Bot Management: Drive the entire life cycle from planning, training, implementation, system/app integration, performance monitoring, and continuous improvement of Bybot across CS platforms (Livechat, Help Center, Webform).
• Data-Driven Optimization: Analyze fallback rates, resolution rates, and user feedback to improve bot performance and enhance self‑service efficiency.
• Cross-Functional Collaboration: Work with Product, Engineering, and CS Ops to align chatbot content and decision making wi...