Ford - Boston, MA
posted 2 months ago
Full-time - Mid Level
Onsite - Boston, MA
10,001+ employees
Transportation Equipment Manufacturing
About the position
The Workplace Tech Customer Experience (CX) team at Ford is focused on enhancing the technology experience for employees by integrating IT service lines and improving customer sentiment. This role involves leading the transition to ServiceNow, specifically migrating the enterprise chatbot to the ServiceNow Virtual Agent, and continuously improving the chat experience with advanced technologies like LLMs.
Responsibilities
- Serve as the ServiceNow NLU/LLM subject matter expert (SME)
- Lead a team of 2-3 Virtual Agent developers, providing guidance and teaching
- Conduct advanced investigations of ServiceNow LLM and NowAssist VA deployment
- Integrate ServiceNow with other Ford LLMs
- Drive PoCs/discoveries of new tools and technologies to support ServiceNow LLM advancement
- Analyze ServiceNow VA metrics to identify improvement opportunities
- Collaborate with the Workplace TechCX team for VA usability studies and customer sentiment
Requirements
- Bachelor's degree in computer science, artificial intelligence, or related field or a combination of education and experience
- 5+ years of work experience as a software engineer with exceptional software engineering knowledge
- Ability to guide a team of developers, drive overall project strategy and delegate tasks
- Strong attention to detail and experience with Quality Assurance testing
- Deep analytical and critical thinking skills
- Self-starter with the ability to understand existing bottlenecks and propose innovative solutions
- Experience in supporting continuous improvement by investigating development alternatives
- Understanding of software development methodologies and best practices.
Nice-to-haves
- Experience with Artificial Intelligence, Large Language Models, Natural Language Processing, Machine Learning
- Experience with ServiceNow Virtual Agent Designer, NLU Workbench, Flow Designer, AI Search, Knowledge Management
- ServiceNow Virtual Agent Micro-Certification
- Coding experience in Python, PHP, Java, Ruby
- Experience with API integrations, Postman
- Familiarity with IBM Watson, Wit.ai, Microsoft Azure Bot Service
- Experience with Alteryx
Benefits
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year's Day
- Paid time off and the option to purchase additional vacation time.
