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Mid-level (3-5 yrs), metro location, and recognized SaaS employer increase competition among candidates.
Role requires specialized chatbot, conversational design, and ITSM knowledge, limiting cross-industry transferability.
Explicit 3-5 years and domain-specific chatbot/ITSM experience required.
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Own end-to-end AI assistant experience in Employee Experience (EX), including intent fixes, content development, workflow curation, and resolution outcomes.
Analyze and improve bot KPIs like resolution, deflection, and fallback rates through conversation audits and actionable recommendations.
Configure and maintain workflows and automations, coordinate with Product and Engineering on issues and feature feedback, and manage go-lives and documentation.
3-5 years of experience in chatbot operations, conversational design, or content/knowledge management in B2B SaaS, preferably CX domain.
Hands-on experience with ITSM platforms, preferably Freshservice, and strong domain knowledge in process automation and self-service.
Experience creating or refining Q&As, intents, workflows, or structured knowledge articles.
Work Experience Required: 3-5 years in relevant chatbot or conversational AI roles.
Experienced in hands-on chatbot content management and operational optimization with measurable impact on bot performance.
Skilled in independent analysis and problem-solving with minimal supervision, capable of cross-team collaboration.
Familiar with ITSM platforms and conversational analytics, with a bias for structured process automation in B2B SaaS environments.