Principal AI Content Creator

At GE Appliances a Haier company we come together to make good things for the fastest-growing appliance company in the U.S. were powered by creators thinkers and makers who believe that anything is possible and that theres always a better believe in the power of our people and in giving them the freedom to explore discover and build good things together.

The GE Appliances philosophy backed by three simple commitments defines the way we work invent create do business and serve our communities:we come togetherwe always look for a better way andwe create possibilities.

Interested in joining us on our journey

Position

Location

How Youll Create Possibilities

AI Agent Creation & Development

• Establish foundational practices standards and processes for AI agent development helping shape the framework and culture for future AI projects / team roles.
• Design and create actionable use cases / AI agents that drive customer engagement from common FAQs to complex transactional workflows such as order management repair scheduling warranty verification and troubleshooting appliance issues.
• Develop conversation flows and decision trees that reflect real-world customer needs and product intricacies ensuring a seamless human-like experience.
• Collaborate with product experts engineers and customer service teams to understand business requirements and translate them into practical AI-driven use cases / agents for the contact center.

Bot Training & Optimization

• Work directly with AI models to build continuously train fine-tune and improve natural language processing (NLP) and intent recognition to better understand and respond to customer inquiries.
• Review & share AI performance analytics identify areas for improvement and optimize responses for accuracy relevance and efficiency.
• Utilize feedback loops user testing and real-world interactions to iteratively enhance the bots capabilities and ensure high first-contact resolution (FCR) and customer satisfaction.

Transactional Capabilities & Automation

• Build and refine AI-driven transactional flows to enable the bot to carry out specific actions such as processing orders issuing returns and managing warranty claims or repair requests.
• Collaborate with cross-functional teams to integrate back-end systems (CRM ERP ticketing) to ensure the AI tool can execute real-world transactions and link them to the customers journey.
• Ensure that AI tools adhere to data security compliance standards and organizational guidelines while executing transactions on behalf of customers.

Collaboration with Stakeholders

• Work with the operations teams to identify key pain points in the customer journey that can be alleviated or streamlined through AI.
• Partner with DT (Digital Technology) function and data teams to ensure the smooth integration of AI-driven tools into the existing contact center platform ensuring real-time synchronization and data accuracy.
• Support AI-related initiatives by acting as a subject matter expert on customer-facing AI tools offering recommendations for both new use cases and scalability improvements.
• Ensure all AI implementations comply with DT (Digital Technology)-defined tools frameworks and governance standards.

Performance Monitoring & Continuous Improvement

• Monitor AI tool performance metrics (e.g. accuracy containment rate customer satisfaction) to evaluate effectiveness and identify new areas for enhancement.
• Create reports and dashboards that track the success of AI-driven use cases and identify opportunities for further optimization or feature development.
• Stay up to date with the latest trends in AI and NLP to recommend new features and capabilities that align with evolving customer needs and industry innovations.

What Youll Bring to Our Team

Basic Qualifications:

• Minimum of 7 years of relevant experience including 2 years of experience in AI use case development conversational AI or natural language processing for customer-facing solutions
• Hands-on experience working with AI chatbots or virtual assistants including training models creating conversational workflows and improving customer interactions.
• Proficiency in designing conversation flows decision trees and designing systems that handle transactions and inquiries.
• Experience working with AI platforms such as those from Google AWS OpenAI or others.
• Strong understanding of customer service processes and the ability to translate complex customer needs into practical AI-driven solutions.
• Strong problem-solving skills and the ability to craft solutions that balance customer experience and business objectives.
• Highly organized and able to manage multiple AI use-case projects simultaneously.
• Deep understanding of the customer pain points and how AI can alleviate those in a meaningful way.
• Effective communicator who can clearly articulate technical concepts to non-technical stakeholders.

Preferred Qualifications:

• Bachelors or Masters degree in Computer Science Engineering Linguistics or a related field.
• Familiarity with scripting languages (e.g. Python JavaScript) to enhance bot functionalities and integrate APIs for transactional workflows.
• Experience working with a B2C contact center especially in a consumer goods or appliance manufacturer environment.
• Knowledge of NLP models and how they can be fine-tuned for specific customer service applications.
• Background in customer journey mapping process automation or integrating AI with CRM systems (e.g. Salesforce).
• Passionate about continuous learning especially in the AI/ML field and driven by results.

Our Culture

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued connected and empowered to contribute while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities.

This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard valued and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging purpose and engagement. Reflect the diversity of the communities we serve through our workforce products and practices.

By further embedding Zero Distance into our People and Culture framework we will continue to build a deeply connected organization. We are cultivating a culture of engagement belonging and connection because while attracting new talent remains a priority retention is a cornerstone of our strategy.

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual team and organization.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply please send an e-mail