Offer summary

Qualifications:

Bachelor's degree or equivalent experience in a related field., 3-5 years of experience with machine learning, AI, or chatbot platforms., Fluent in English; multilingual skills are a plus., Strong written communication skills and customer-first mentality..

Key responsibilities:

Design, build, and optimize customer chatbot and AI solutions.

Monitor and evaluate chatbot performance and customer satisfaction.

Collaborate with cross-functional teams to ensure seamless user experience.

Create and manage conversational flows and content for multiple languages.

Job description

Zoom is an award-winning workplace. We have been recognized by Comparably as having the #1 CEO, Best Company for Diversity, Best Company for Women, Best Company Culture, Best Company Perks & Benefits, Best Company Work-Life Balance, and more! Not to mention we’ve been awarded by Glassdoor as the 2nd Best US workplace & Best Large Company US CEO in Wealthfront and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and most importantly: our happy Zoom customers.

Are you ready to join Zoom’s Global Self-Service team and help design, build, and deliver the best customer web experience in the industry? In this role, you will be responsible for creating a tailored Chatbot and AI solution to assist our customers in real-time. This special someone must have the perspective of the customer top of mind, be creative, and understand the rapidly evolving world of artificial intelligence (AI) and machine learning (ML) tactics. Success is defined as Happy Customers using our Chatbot/AI solution -- designed and managed by you -- daily to solve their most common Zoom product questions.

Work from the comfort of your own home
Comprehensive healthcare benefit for you and your dependents
Mental wellbeing programs for you and your dependents
Competitive time off and vacation policy
Thriving workplace culture centered on caring, diversity, and inclusion

Monitor and evaluate the Zoom support voice and digital Chatbot and AI environment daily
Design and optimize customer engagement experiences leveraging chatbot intents, and artificial intelligence tools.
Track chatbot outcomes, analyze search queries, case dispositions, website trends, and customer satisfaction responses, and provide recommendations
Work cross-organizationally with sales, support, marketing, IT, billing, and retention teams to coordinate a seamless user experience
Create user-centered designs that reduce the level of effort for the customer while ensuring broad access to solutions and tools our customers request the most
Map out customer journeys and develop conversational flows for voice bot that address the quickest path to resolution
Support content management team ensuring a consistent and robust customer-facing knowledge base
Conduct analysis of virtual assistant successes and failures; identify opportunities and prioritize changes to reduce failure rates
Manage chatbot localization process for 25 languages. If we want a specific language focus (e.g. Japan), we would need to be explicit about this
Train bot daily on top requests for improved customer resolution of requests.
Create flows in conversational design flow prototyping tools like Figma, Draw.io, Botmock, Voiceflow
Understands natural language processing technology, its capabilities and constraints

3-5 years of experience working with machine learning environments, artificial intelligence, chatbot, or virtual assistant platforms
Saas, UCaas, or technical industry preferred
Fluent in English, multiple languages a plus
Strong written communication skills
Customer-first mentality essential
Ability to quickly adapt to a rapidly changing technology landscape
Organizational and time management skills
Must work well individually and in a team environment
Bachelor’s degree or equivalent experience
UX Writing, Content Design or Strategy experience

Required profile