Automation Prompt Engineer - USDS

Team Intro:
E-commerce's Governance and Experience (GNE) is a global team responsible for maintaining a safe and trustworthy marketplace for users, sellers, and creators. Our goal is to ensure user satisfaction by implementing policies, rules, and systems that guarantee high-quality standards.

The Service and Support Center (SSC), part of the GNE organization, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.
We are looking for a Service Automation Prompt Engineer to drive model performance and SOP optimization to ensure continuous improvement in chatbot.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Expand automation scenarios beyond traditional knowledge-based configurations by integrating Large Language Model (LLM) capabilities, aligning with evolving business strategies and operational needs.
- Tailor end-to-end automation SOPs in accordance with business policies, ensuring high-quality and scalable chatbot solutions.
- Oversee the launch, release, and verification of chatbot automation solutions, ensuring accuracy, functionality, and alignment with intended business outcomes.
- Manage the day-to-day operations and long-term maintenance of automation systems, ensuring stability, relevance, and responsiveness to ongoing changes.
- Monitor resolution effectiveness and identify optimization opportunities through data-driven analysis, user feedback, and performance trends to drive continuous enhancement.
- Collaborate with algorithm and product teams to enhance chatbot solving capabilities, including model improvement, feature iteration, and systemic issue resolution.