AI Business Systems Analyst

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the team and 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 and engaging conversations.

What you will accomplish:

• Identify and document customer friction points and underutilized opportunities in voice- and/or chat-enabled self-service channels and work with partners to incorporate new features to support corporate initiatives

• 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 our voicebot and chatbot solutions

What you will bring:

• BS/BA in Computer Science or related field plus 5 years work experience OR MS with 4 years of relevant experience

• Experience with conversational flow design in Kore.ai, Google Dialogflow, Amazon Lex, Nuance Mix, or similar platforms in a customer service or contact center environment (ideally in the eCommerce sector)

• 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

• Demonstrated experience in articulating, negotiating, and refining design solutions with partners

• Strong abilities in sketching, mocking up, and evaluating interaction designs

• Comfort operating in global environments across cultures, locations, and time zones

Technical Skills

• Producing performance reports to track KPIs (e.g. MicroStrategy, Tableau or similar)

• Productivity suites: Microsoft, Google, etc. including vlookup, pivot tables and other analytical tools

• Scripting languages (e.g. Python) for automated data processing and analysis

• SQL

• LLM prompting techniques

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

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