support automation project lead
Randstad HR Solutions s.r.o.
Praha, Česká republika
před 2 dny

The Sales Support teams focus on delivering tactical execution and support services end-to-end. Delivery occurs with high empathy to our users (sales), a high focus on scalability, and therefore in a standardized and ideally automated way, aiming to raise productivity for all involved.

The Support Automation Adoption Lead role is part of our Support Process & Technology Center of Excellence team, which focuses on specific initiatives towards a better user experience, related to processes, communication, and technical innovations.

You will work closely with our agents, IT and various global teams to consistently challenge the status quo, but also drive broader awareness, understanding and adoption of our services and offerings.

  • User Experience & Bot Development :
  • Help influence the user experience by making it accessible, transparent, and useful to the users
  • Collect usage data and create statistics to provide feedback and improve bot development.
  • Collaborate with different stakeholders to improve the bot awareness and intent detection.
  • Design and plan bot conversation flows
  • Attend Conversational Artificial Intelligence update calls and apply the knowledge to the existing bot structure
  • Review and validate the bot responses to ensure user needs are met
  • Train and / or add Knowledge Base content to Frontline support Bot(s)
  • Knowledge Management support
  • Create and share overviews on high frequency requests from users out of the bot log
  • Collaborate with Knowledge Base owners and align on user patters and popular topics to be added to the Knowledge Base and bot in the future
  • Multibot Structure Support :
  • Create onboarding documentation and facilitate onboarding sessions to new stakeholders
  • Provide consistent support to sub-bot owners
  • Organize training and alignment sessions with stakeholders
  • Review the status of sub-bots and provide feedback to stakeholders
  • what we offer

  • acquiring new job skills
  • colorful work
  • working from Homeoffice
  • interesting Financial Evaluation
  • various Benefits (25 days of vacation, fully paid meal vouchers, Multisport card, sick days, extra leave, pension and life insurance)on and life insurance)a leave, pension and life insurance)
  • instructions

    Have some question about the position first? Feel free to contact us!

    Or you can just click to "Apply now", send us your cv, and we will contact you with more details.

    To see all our open positions, go directly to

    who we are looking for

  • full time job
  • university degree (Preferably in the fields : Informatics, Data Science, Business Informatics)
  • english fluently, any other language as a plus B
  • knowledge Management Support
  • curiosity to learn new skills
  • comfortable to connect with people virtually or in person
  • team player with creative mindset
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