Online Volunteers for AI-Powered Customer Support Chatbot

Job Posting Organization:
The organization behind this job posting is UNICEF, which is dedicated to ensuring continuous access to education for children, youth, and teachers globally. UNICEF's mission is to drive improved learning outcomes through high-quality, portable education that supports entry into various educational or opportunity pathways. Established in 1946, UNICEF operates in over 150 countries and has a workforce of more than 13,000 employees. The organization focuses on children's rights and well-being, advocating for education, health, and protection in various contexts.

Job Overview:
The position involves working as an Online Volunteer to support the Learning Passport platform, which is rapidly scaling across multiple countries and supporting millions of learners. The role is centered around setting up and piloting a minimum viable product (MVP) of an AI-powered customer support chatbot. This chatbot aims to enhance user experience by addressing common end-user questions and deflecting support requests from the technical team. The Online Volunteers will work closely with the Programme Specialist (Digital Education) to curate existing support documentation and organize it into a searchable knowledge base in Confluence. The goal is to improve the efficiency of customer support and allow the technical team to focus on more complex issues.

Duties and Responsibilities:
The Online Volunteers will be tasked with several key responsibilities, including:

• Collaborating with the Programme Specialist to identify 2 to 3 priority use cases for the MVP.
• Reviewing, vetting, and curating existing support documentation necessary for the selected use cases.
• Uploading and organizing the vetted content in Confluence to serve as the chatbot's knowledge base.
• Configuring the JIRA Service Management Virtual Service Agent, including intent flows, AI responses from the knowledge base, and ticket routing rules for the chosen use cases.
• Conducting structured tests against historical tickets and live conversations, documenting findings through screenshots and recordings.
• Measuring key metrics for the MVP, such as deflection rate, accuracy of answers, ticket routing precision, and user satisfaction.
• Documenting findings, limitations, and recommendations for potential future phases of the project.
• Providing regular progress updates and presenting the final evaluation of the MVP to the Learning Passport team.

Required Qualifications:
Candidates should possess a strong understanding of digital education technologies and customer support systems. They should be detail-oriented, capable of curating and organizing content effectively, and have experience with AI technologies, particularly in the context of chatbots. Familiarity with JIRA Service Management and Confluence is highly desirable. Additionally, candidates should demonstrate strong communication skills and the ability to work collaboratively in a remote environment.

Educational Background:
A background in education technology, computer science, information technology, or a related field is preferred. Candidates should have a solid understanding of digital tools and platforms used in education and customer support.

Experience:
While specific years of experience are not mandated, candidates should have relevant experience in digital education, customer support, or technology implementation. Experience working with AI technologies and chatbots will be considered an asset.

Languages:
Fluency in English is mandatory, as all documentation and communication will be conducted in English. Knowledge of additional languages, particularly those relevant to the regions served by the Learning Passport platform, would be advantageous but not required.

Additional Notes:
This position is a volunteer role and is remote, allowing for flexibility in working hours. The duration of the contract is not specified, but it is expected to align with the project timeline for the MVP development. Volunteers will have the opportunity to gain valuable experience in digital innovation within the education sector and contribute to a meaningful project that impacts learners globally.