Virtual Agent - Bilingual

Description

Job Summary: We are seeking a professional with experience in developing and managing chatbots and conversational AI to optimize customer interactions and virtual support efficiency. Key Highlights: 1. Chatbot and conversational AI optimization 2. Focus on improving customer experience 3. Reduction of support tickets and growth of user base Description: Apply quickly via email: Requirements and Qualifications: * Bachelor's degree in Computer Science, Software Engineering, Linguistics, or related fields. * Fluency in Portuguese and English (written and spoken). * Minimum 2 years of experience in chatbot and conversational AI development or management. * Solid knowledge of NLP and frameworks such as Dialogflow, IBM Watson Assistant, or Amazon Lex. * Ability to analyze performance metrics and generate impact reports. Desirable: * Experience with Python and NLP libraries (spaCy, NLTK, Hugging Face). * Knowledge of Docker and CI/CD for training pipeline automation. * Certifications in Google Cloud AI or AWS Machine Learning. * Experience in customer journey mapping and conversation design. Responsibilities and Duties: * Increase NLU accuracy by 25% (reduction of false positives/negatives). * Reduce average customer response time by 30%. * Improve virtual support CSAT score by 15 points. * Contribute to a 20% reduction in tickets escalated to human agents. * Directly impact a 10% growth in active user base. Working Hours: 8 AM–5 PM USA time, 9 AM–6 PM Brazil time (current time zone) — working on Brazilian holidays and taking time off on US holidays. Knowledge: Education: Completed High School 2512050202181904205