Wayfair
Overview
Wayfair is reinventing the way people shop for their homes and providing relentless customer focus along their journey with a best-in-class Customer Service experience. In support of this vision, we are implementing AI and Automation across our Quality environment. Responsibilities
You will be responsible for the design, configuration, and administration of our Conversational AI based quality technology (Level AI). You will be the liaison between business stakeholders and the vendor to test and troubleshoot existing technical issues, using product and domain knowledge to offer solutions and workarounds. You will collaborate with business leaders and stakeholders to align on requirements and new product use cases to contribute to the quality automation and voice of customer strategy. You will work closely with Wayfair’s Quality, Execute, and Create teams to analyze quality and conversation trends, focusing on driving data integrity and best practices for usage of the tool and data. You will work closely with training and change management personnel to implement new changes and ensure that the adoption of the tech successfully reaches end-users. You will develop knowledge and experience of related third party technologies to expand skills and provide additional support & coverage to the team members. Qualifications
1+ Years of experience as a Configuration Analyst, including 1+ years experience in the following: Vendor management experience, working directly on requirements definition, planning, and implementation with SaaS / Third Party vendors Project management experience, working with cross-functional teams to implement and administer new technologies and programs across diverse end-user populations. Managing stakeholders globally to align requirements and end results, including managing an ongoing prioritization backlog. Experience in the field of Quality, Call Center Operations, and/or Customer Service, including working with operations metrics and applications. Experience with data analysis and data backed problem solving. Experience working inside an Agile environment and using source control tools. Experience with Conversational and/or Generative AI products. What to Expect
This position is a full-time, hybrid, in-office role based at Wayfair Headquarters in Boston, MA. The base pay range is $78,500.00/yr - $89,750.00/yr. The salary range may vary by location, knowledge, skills, and experience. Your actual pay will be discussed with your recruiter. About Wayfair
Wayfair is one of the world’s largest online destinations for the home. We are committed to rapid growth, constant learning, and dynamic challenges, with a focus on technology and innovative problem-solving. We are an equal opportunity employer and value diverse perspectives. Your personal data is processed in accordance with our Candidate Privacy Notice. If you have questions or wish to exercise your rights under applicable privacy laws, contact dataprotectionofficer@wayfair.com. We do not discriminate on the basis of race, color, ethnicity, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, or any other legally protected characteristic.
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Wayfair is reinventing the way people shop for their homes and providing relentless customer focus along their journey with a best-in-class Customer Service experience. In support of this vision, we are implementing AI and Automation across our Quality environment. Responsibilities
You will be responsible for the design, configuration, and administration of our Conversational AI based quality technology (Level AI). You will be the liaison between business stakeholders and the vendor to test and troubleshoot existing technical issues, using product and domain knowledge to offer solutions and workarounds. You will collaborate with business leaders and stakeholders to align on requirements and new product use cases to contribute to the quality automation and voice of customer strategy. You will work closely with Wayfair’s Quality, Execute, and Create teams to analyze quality and conversation trends, focusing on driving data integrity and best practices for usage of the tool and data. You will work closely with training and change management personnel to implement new changes and ensure that the adoption of the tech successfully reaches end-users. You will develop knowledge and experience of related third party technologies to expand skills and provide additional support & coverage to the team members. Qualifications
1+ Years of experience as a Configuration Analyst, including 1+ years experience in the following: Vendor management experience, working directly on requirements definition, planning, and implementation with SaaS / Third Party vendors Project management experience, working with cross-functional teams to implement and administer new technologies and programs across diverse end-user populations. Managing stakeholders globally to align requirements and end results, including managing an ongoing prioritization backlog. Experience in the field of Quality, Call Center Operations, and/or Customer Service, including working with operations metrics and applications. Experience with data analysis and data backed problem solving. Experience working inside an Agile environment and using source control tools. Experience with Conversational and/or Generative AI products. What to Expect
This position is a full-time, hybrid, in-office role based at Wayfair Headquarters in Boston, MA. The base pay range is $78,500.00/yr - $89,750.00/yr. The salary range may vary by location, knowledge, skills, and experience. Your actual pay will be discussed with your recruiter. About Wayfair
Wayfair is one of the world’s largest online destinations for the home. We are committed to rapid growth, constant learning, and dynamic challenges, with a focus on technology and innovative problem-solving. We are an equal opportunity employer and value diverse perspectives. Your personal data is processed in accordance with our Candidate Privacy Notice. If you have questions or wish to exercise your rights under applicable privacy laws, contact dataprotectionofficer@wayfair.com. We do not discriminate on the basis of race, color, ethnicity, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, or any other legally protected characteristic.
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