The Specialist, Automation & Enablement (Cambodia) is responsible for driving internal process optimization and automation-led improvements to enhance handling efficiency, quality, and customer experience. They will design, test, build, and implement operational workflows and SOP changes that reduce errors and manual effort across the team, and they will serve as the primary PIC for improving key existing operational workflows.

In addition, they will generate and lead creative concepts for new KH chatbot and automation—turning ideas into end-to-end execution from planning and designing SOP-aligned conversation flows through UAT, launch, and iterative improvements to strengthen key metrics such as CPT, AHT, and CSAT/DSAT. They will also monitor chatbot/automation performance (including success rate and adoption rate) and refine flow logic, intents, and escalation/fallback handling to increase

Internal Process Optimization:

1. Lead creative process-improvement initiatives that optimize internal workflows and the way of work across the team.
2. Design, test, build, and implement new workflows to improve handling efficiency (AHT/CPT), quality, and customer satisfaction. 3. Serve as PIC for existing key operational workflows including requirements, UAT, rollout, and post-launch fixes.
3. Propose and design improved SOP changes to simplify handling, reduce errors, and improve user experience (including CPT and DSAT impact).
4. Leverage workflows, automation, AI, and tools (e.g., Slack workflows, D365, CXone, Phoenix) to reduce manual steps, errors, and recontacts in day-to-day operations.

Chatbot & Automation:

1. Generate creative ideas and initiatives to improve user experience and key metrics by designing and launching new chatbot or automation flows that enhance the customer journey.
2. Lead the rollout of those chatbot and automation initiatives for KH, from planning and execution through UAT, launch, and post-launch iteration to improve key metrics such as CPT, AHT, and CSAT.
3. Design those chatbot/automation flows aligned to handling SOP to improve customer experience.
4. Serve as the primary PIC for continuous improvement of those chatbot and automation.
5. Monitor those chatbot and automation performance, including success rate and adoption rate, and drive initiatives to improve effectiveness (e.g., refine flow logic, intents, and escalation/fallback handling).