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.

Minimum Qualifications: - Bachelor's degree or higher. - 3+ years of experience in automation. - Prompt Engineer experience, and understanding knowledge of large language models (LLM). - Expertise in project design, data analysis, communication, driving results, and managing change. - Strong problem-solving and issue-resolution skills, with the ability to work in a deadline-driven environment, attention to detail and the ability to multitask. Preferred Qualifications: - Experience in eCommerce marketplaces is a plus. - Experience in customer service environments is a plus.