Automations And Ai Specialist

Summary

Join Figma's Product Support Operations and Strategy team as an Automations & AI Specialist! You will leverage AI to enhance customer support, optimizing our Support AI chatbot and implementing internal AI tools. This role involves analyzing data, creating reports, and leading cross-functional projects. You will build and maintain documentation for AI solutions. The position is full-time and can be based in a US hub or remotely within the US. Figma offers a competitive compensation and benefits package.

Requirements

• 3+ years of direct experience running or implementing AI or automation solutions for Product Support teams, including AI chatbots, co-pilots, AI agents, analytics and automations, specifically designing and writing prompts and conversational flows, optimizing content frameworks, and improving performance metrics (deflection, customer satisfaction, accuracy, deflection, etc.)
• Successfully lead initiatives involving technical and content teams, drove alignment on project scope, implemented plans and solve blockers
• Experience analyzing and interpreting complex data for informed decision making and successfully influencing technical and non-technical teams to adopt technology solutions
• Extraordinary communication skills, successfully influencing partners across the business, building project proposals and aligning teams with competing priorities
• Experience developing robust experiments frameworks to continue optimizing our AI chatbot, Zendesk configuration and other AI applications

Responsibilities

• Drive the implementation of AI solutions that solve customer and business problems, including AI chatbot, agent copilots, automations and similar technologies
• Build prompts, develop workflows, design new intents, implement conversational flows and work with internal teams and vendors to improve chatbot’s performance and accuracy, and expand chatbot capabilities
• Analyze data, metrics reports and user feedback to identify patterns, trends and areas for improvement
• Prepare and deliver effective reporting with actionable insights for teams to drive enhancements to the customer experience, and help expand our AI and automation footprint in the organization
• Lead cross functional work across Engineering, Help Center, Data Science, Analytics, and Product, including creating business cases, defining technical requirements, developing change management and communication strategies and guiding teams to implement new features and functionality for customers
• Create and maintain documentation critical to the success of AI solutions in the organization, including playbooks, governance documents, reports, training material, technical diagrams and implementation plans

Preferred Qualifications

• Proficiency in programming languages (i.e. C++, Python, Java, and familiarity with API and software integrations for chatbots and AI tools
• Experience in Project or Product Management
• Proficiency in SQL and querying databases using tools like Tableau, Hex, Looker, or Zendesk Explore

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles