AI & Self-service Operations Specialist-Third Party Payroll

This Opening is for one of the entity of OPPO

Roles & Responsibilities

1. Chat Bot Operations

• Collect, consolidate, and organize chatbot FAQs from customer queries, agent feedback, and product teams; configure standard responses in the chatbot backend, test thoroughly, and publish updates; maintain a centralized, well-structured, and easily retrievable knowledge repository.
• Proactively identify questions the chatbot answers incorrectly or fails to recognize, manually annotate correct phrasings, and supplement relevant keywords and lexicon to help the bot continuously learn and improve; analyze bot performance metrics (containment rate, deflection rate, fallback rate) and drive iterative improvement cycles.
• Incorporate new product specifications and updates into the chatbot backend in a timely manner to ensure accurate, up-to-date, and consistent responses to product-related inquiries across all channels.
• Audit all knowledge base content for factual accuracy, completeness, proper terminology, clear instructions, consistent formatting, and compliance; take full ownership of content quality across all digital channels and establish review/approval workflows.

2. Self-Service Configuration

• Independently configure and maintain chatbot self-service settings based on evolving business requirements.
• Test and validate all configurations to ensure they function as expected before release, minimizing customer friction.

3. Call Center CRM Administration

• Administer and maintain the Call Center CRM environment, including case management, customer records, routing, queues, and integrations.
• Monitor system health and performance, troubleshoot issues, and coordinate with vendors/platform support for resolution.

4. Voice Bot Implementation & Optimization

• Support voice bot implementation, including main flow configuration, human handoff (transfer) strategies, and escalation logic.
• Collaborate with cross-functional teams on ASR/TTS tuning, intent recognition, and dialogue design to improve automation rates.

5. AI Tool Integration in Call Center

• Evaluate, deploy, and integrate AI tools (NLU, sentiment analysis, agent assist, etc.) within the call center environment.
• Leverage data and analytics to drive operational efficiency, cost savings, and improved customer experience.

Other Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience

• 2 - 5 years of experience in chatbot operations, contact center technology, or a related digital operations role.
• Hands-on experience with Call Center CRM systems (e.g., Salesforce, Dynamics 365, Zendesk, or similar).
• Practical exposure to voice bot / IVR technologies (ASR, TTS, NLU) and human-handoff design.
• Experience with knowledge management tools and chatbot platforms (e.g., Genesys Dialog Engine, Google Dialogflow, or similar).

Skills

• Solid understanding of self-service customer experience principles and best practices.
• Ability to work independently and collaborate effectively with cross-functional teams (Product, IT, Vendors, Operations).