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Senior AI Automation & Chatbot Operations, ShopeeFood
Full-time
AI Automation & Operational Excellence
Identify and drive automation opportunities across Customer Service and Operations workflows to improve efficiency and scalability.
Build and optimize AI-powered operational solutions leveraging LLMs, prompt engineering, workflow automation tools, and internal bot platforms.
Design AI-assisted workflows for use cases such as ticket handling, QA automation, knowledge support, agent assistance, and reporting automation.
Translate operational challenges into automation roadmaps and data-backed proposals.
AI Chatbot Performance & Optimization
Own and drive chatbot performance KPIs, including Bot Resolution Rate, CSAT, Coverage, and Solved Rate.
Design, train, test, and continuously optimize chatbot intents, prompts, conversational flows, and response quality.
Develop scalable chatbot training frameworks, including intent taxonomy, prompt standards, and QA processes.
Conduct A/B testing to validate bot improvements and optimize performance at scale.
Requirements
At least 2 years of experience in chatbot operations, automation, AI operations, or related fields.
Hands-on experience with chatbot training, intent management, prompt writing, or AI/LLM-related workflows is preferred.
Strong analytical mindset and cross-functional collaboration skills.
