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Apply on company website Manila, Metro Manila, Philippines Remote (Country) Full-time

Dev is hiring a Systems & AI Automation Specialist (Philippines Remote)

Responsibilities

  • Maintenance and optimisation of Customer Experience (CX) platforms - Review Triggers, Automations, Views, Macros, and contact flows, ensuring that these are up to date and retired as needed.
  • Build workflows—including automated routing logic and AI bot configurations—and capture relevant analytics to drive process improvement, measure performance, and enhance the end-user experience.
  • Provide technical support for Turnitin's internal Customer Experience (CX) platforms end users when they encounter system requests or service issues.
  • Partner with the internal Turnitin Systems Team, Zendesk support, and AWS support vendors to resolve advanced service issues and platform needs that cannot be handled in-house.
  • Provide operations support, upgrades, and configurations across all Zendesk and AWS Connect support channels to effectively manage new feature requests and platform maintenance.
  • Configure, train, test, and maintain Generative AI solutions that provide accurate responses to customer inquiries, utilizing knowledge sources, conversation analytics, and user feedback to continuously improve AI performance, answer quality and adoption.
  • Lead the development, implementation, and continuous optimization of AI powered customer support experiences, leveraging automation, conversational AI, and self-service technologies to reduce incoming customer tickets, increase self-service and improve the overall customer experience.
  • Monitor AI performance metrics, identify opportunities for improvement, and collaborate with Support, Quality & knowledge, and our Operational teams to enhance AI effectiveness, expand automation use cases, and improve the overall customer experience.
  • Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded.
  • Review access requests for both agents and members of other teams across the business, ensuring that the correct roles and access are provided, without incurring unnecessary costs.
  • Knowledge of platforms like Zendesk, AWS and JIRA, to support the customer experience. Additionally, understanding of integrated voice response systems.
  • Collaborate with leadership and peers to develop and maintain platform policies and processes, ensuring that Standard Operating Procedures (SOPs) for systems and AI usage are produced and maintained at a regular cadence.
  • Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner.
  • Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available.
  • Assist in supporting and updating public-facing system monitoring tools (Statuspage) from a Customer Experience perspective, always operating with a customer-centric mentality.
  • Utilize reporting and ticket deflection metrics to provide monthly staffing forecasting and oversight of work force management metrics.

Requirements

  • Maintenance and optimisation of Customer Experience (CX) platforms - Review Triggers, Automations, Views, Macros, and contact flows, ensuring that these are up to date and retired as needed.
  • Build workflows—including automated routing logic and AI bot configurations—and capture relevant analytics to drive process improvement, measure performance, and enhance the end-user experience.
  • Provide technical support for Turnitin's internal Customer Experience (CX) platforms end users when they encounter system requests or service issues.
  • Partner with the internal Turnitin Systems Team, Zendesk support, and AWS support vendors to resolve advanced service issues and platform needs that cannot be handled in-house.
  • Provide operations support, upgrades, and configurations across all Zendesk and AWS Connect support channels to effectively manage new feature requests and platform maintenance.
  • Configure, train, test, and maintain Generative AI solutions that provide accurate responses to customer inquiries, utilizing knowledge sources, conversation analytics, and user feedback to continuously improve AI performance, answer quality and adoption.
  • Lead the development, implementation, and continuous optimization of AI powered customer support experiences, leveraging automation, conversational AI, and self-service technologies to reduce incoming customer tickets, increase self-service and improve the overall customer experience.
  • Monitor AI performance metrics, identify opportunities for improvement, and collaborate with Support, Quality & knowledge, and our Operational teams to enhance AI effectiveness, expand automation use cases, and improve the overall customer experience.
  • Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded.
  • Review access requests for both agents and members of other teams across the business, ensuring that the correct roles and access are provided, without incurring unnecessary costs.
  • Knowledge of platforms like Zendesk, AWS and JIRA, to support the customer experience. Additionally, understanding of integrated voice response systems.
  • Collaborate with leadership and peers to develop and maintain platform policies and processes, ensuring that Standard Operating Procedures (SOPs) for systems and AI usage are produced and maintained at a regular cadence.
  • Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner.
  • Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available.
  • Assist in supporting and updating public-facing system monitoring tools (Statuspage) from a Customer Experience perspective, always operating with a customer-centric mentality.
  • Utilize reporting and ticket deflection metrics to provide monthly staffing forecasting and oversight of work force management metrics.
Required Skills
Amazon Web ServicesJira
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AWS
Job Details
Location Manila, Metro Manila, Philippines
Work mode Remote (Country)
Employment Full-time
Department Support Operations Team
Category other
Posted 2 months ago
Application On company website
or drop your CV first
About company
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TurnItin Job Description: Company DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, and ProctorExam.Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.Job DescriptionTurnitin is seeking a Senior/Principal Software Engineer interested in distributed systems, data modeling, and scalability to develop and improve our award-winning educational software. As an engineer on this team, you will be working on 2 co-products that help to provide additional exam integrity to the assessment process. We operate at a high scale across global markets and seek individuals that enjoy solving complex problems.Do you have the skills—and drive—to join a tech team that’s working to digitally transform the ed-tech industry? From test-driving the latest technologies to creating high performing applications, Turnitin is constantly innovating and creating industry-leading solutions that provide peace of mind for our customers worldwide. Turnitin has an inspiring mission, cutting-edge technologies, and in-house product development. As a Senior/Principal Software Engineer at Turnitin, you’ll apply your talents in an agile environment that has the creative energy of a start-up, a highly flexible work environment, a culture of innovation, and most importantly other talented engineers, designers, and product managers to interact with and learn from.Responsibilities* Make significant contributions implementing our shared services, as well as help maintain and upgrade existing ones. * Hands-on position which requires 90-95% of writing the code. * Provide guidance in technical design and development activities. * Ensure future success and stability through code reviews and automated testing. * Work closely with software architects and database/operations engineers on system infrastructure and design. * Lead on technical design reviews and recommend improvements. * Mentor engineers in software development, Java best practices, and technical decisions and emerging technologies. QualificationsQualifications* Bachelor’s or Master’s degree in Computer Science or related discipline. * 5-10+ years experience of designing and developing applications using Java * Experience in more modern Java technologies * 5-10+ years of experience with relational databases * 1+ year of cloud development with AWS preferred * Experience working in an agile environment * Extensive experience with software development best practices (e.g. design patterns, test-driven development, code profiling, debugging). * Effective technical and cross-functional communication (product, design, operations). * High level knowledge and experience of industry trends and technology advancements relating to distributed systems, cloud, platform as a service, and software as a service. * Experience in building cloud-ready solutions based on microservices and multi-tenancy architecture. * Ability to communicate effectively in English, both verbally and in writing Nice to Have:* Hands-on experience with pure Java core development (no frameworks) & performance tuning * Experience with Cloud Native solutions preferably AWS (Lambda, DynamoDB, SQS, SNS, S3, etc) * Extensive experience with different architecture types including event-driven architecture * Experience in working with geographically distributed teams including the USA & European countries Additional InformationOur Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.Action & Ownership - We have a bias toward action and empower teammates to make decisions.One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.Seeing Beyond the Job AdAt Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team! Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.
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