CES Self-Service Specialist

The Consumer Engagement Performance Self-Service Specialist role is focused on transforming the self-service experience through intelligent automation and AI, with a primary focus on optimizing chatbot performance and content delivery across digital support channels. This involves managing content in Salesforce, enhancing chatbot capabilities with generative AI, ensuring a seamless consumer journey, and leveraging analytics for continuous improvement. The role requires collaboration with various teams to align self-service initiatives with strategic goals.

Requirements

• Fluency in English and Portuguese
• Experience with Salesforce Knowledge Base and ServiceNow
• Familiarity with generative AI and LLM-based chatbot models
• Strong analytical skills
• Understanding of consumer behavior and CX principles
• Excellent communication and writing skills
• Ability to work effectively with cross-functional and global teams