Eames Consulting is partnering with a highly established enterprise in Singapore to find a driven Chatbot Operations Specialist. Please note that this is a 12-month contract position, where the successful candidate will be employed directly on Eames Consulting's payroll and deployed to our client.
As digital engagement becomes increasingly critical, our client is investing heavily in its conversational AI capabilities. This is a fantastic opportunity for an early-career tech professional looking to deepen their expertise. Sitting at the intersection of operations, data analytics, and user experience, you will take hands-on ownership of the day-to-day running of the company's chatbot platforms. You will be directly responsible for teaching the bot, maintaining its health, refining its language models, and leveraging data to ensure a seamless user journey.
Key Responsibilities
- Bot Maintenance & NLP Tuning: Actively manage and train the conversational AI. You will design, review, and refine conversation flows, utilising Natural Language Processing (NLP) principles to improve the bot's intent recognition and conversational accuracy.
- Performance Optimisation: Proactively monitor daily platform performance to identify and remediate low-performing intents, misunderstood queries, and bottlenecks in the user journey.
- Data Management & Analytics: Track, interpret, and report on key metricsfocusing on CSAT, containment/deflection rates, and handover qualityusing these data points to highlight areas for improvement.
- Stakeholder Collaboration: Work closely with cross-functional teams (including UI/UX, tech, and business champions) to understand user needs, gather feedback, and support the rollout of new features.
- Content & Governance Management: Ensure all chatbot content is synchronised with internal knowledge bases and CRM systems. Maintain comprehensive documentation, including SOPs and change logs, whilst assisting with end-to-end UAT.
The Ideal Candidate
- Experience: 1 to 3 years of hands-on experience in chatbot operations, conversational AI design, or digital customer engagement. Recent graduates with strong, relevant internship experience in NLP or conversational AI are also highly encouraged to apply.
- Technical Proficiency: Familiarity with enterprise conversational AI platforms (experience with IBM Watson, Haptik, or similar tools is highly advantageous). A solid baseline understanding of Natural Language Processing (NLP) concepts and how to apply them to train chatbot data is essential.
- Analytical Mindset: Strong data management skills with the ability to interpret platform dashboards and build reports using tools like Excel or BI platforms.
- Educational Background: A Diploma or Bachelor's degree in Data Analytics, Computer Science, Information Technology, or a related technical discipline.
- Attitude: A willingness to learn, a hands-on approach to problem-solving, and a keen interest in the conversational AI landscape.
