Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

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If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading!

Our Perks:
• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

Responsible for managing AI integration in the SECA contact centers. The Senior Specialist will work closely with HQ, NAHQ and SECA PICs to manage AI and data integration between systems, such as, but not limited to GCIC and Sprinklr. Senior Specialist is to coordinate AI projects and initiatives to deliver cost reduction, process improvements, improved customer experiences, optimization strategies, best practices. The Senior Specialist is to support the implementation of AI integrated smart resolution (Gauss Gen AI), global contact center consolidation, Agent Desktop (Samsung Account integration and single customer view) and ASK (All Service Data Lake) counseling content portal to drive improved agent consultation quality, NPS, efficiency, productivity and ensuring customer satisfaction. This role will be the main PIC for various assignments related to the N2 and future AI related projects. In addition, the Senior Specialist is also responsible for ensuring cost optimization, vendor utilization, operational reports including presentations and alignment with HQ & NAHQ mandated Service KPIs, which are used to measure the effectiveness of customer satisfaction and problem resolution.

Role and Responsibilities

• PIC for contact center N2 AI project
• Responsible for AI training by uploading content to the AI system (Gauss Gen AI)
• Manage and maintain agent access to the relevant systems, such as Medallia, Proactive, Sprinklr, CS Portal, SELF, GCIC, REVO, VS, RM, Hybris and other systems. Understand how to navigate those systems, analyze the data within those systems, export data from those systems as needed for presentation to HQ/Leadership/NAHQ/CS/DtC PICs
• Providing daily/weekly/monthly/quarterly/annual reporting to HQ/Leadership/NAHQ/CS/DtC PICs, such as weekly AI usage trends, AI consultation quality and related contact center KPIs, etc.
• Analyzing VOC data and trends and share insights with HQ/Leadership/NAHQ/CS/DtC PICs as needed
• Facilitate AI and other cross-functional projects and initiatives to deliver process improvements.
• Consult and advise leadership on process and performance improvement opportunities that will foster growth, improved customer satisfaction, and operational efficiencies. 
• Develop and manage operational and AI related project plans for the contact center, including strategic initiatives, followed by managing service, data and AI infrastructure development of deliverables as required within the parameters of SECA, NAHQ & CSHQ strategies and objectives.
• Continuously review and manage contact center infrastructure and AI requirements in accordance with SECA needs and ensuring cost optimization
• Prepare weekly/monthly/quarterly business review presentations and reports
• Validation of any incentive programs and invoices being billed to SECA by the vendors
• Complete ad hoc tasks as HQ/Leadership/NAHQ/CS/DtC PICs requires, such as uploading CS and estore call/chat data to Proactive or other future databases/systems, updating the NAHQ reference book or other such data files, etc
• Work collaboratively with internal SECA teams and functions with the overall aim of meeting customer expectations and business objectives
• Apply creative thinking, problem solving to highly exceptional processes and targets
• Ensure and provide clear direction that all contact center KPI’s are meeting and/or exceeding targets through co-operation with NAHQ & CSHQ and other stakeholders by monitoring daily activities.
• Ensure compliance with contractual and partnership agreements and performance
• Organize meetings with key stakeholders to review and support project progress and assure targets are met. 
• Provide KPI analytical and AI usage information to improve contact center service quality based on requests from CSHQ, NAHQ, and the SECA Service Organization.  
• Daily collaboration with CSHQ, NAHQ regarding contact center initiatives and improvement plans and issues.
• Data collection for contact center power point (PPT) monthly reporting
• Validation of Sprinklr phone and chat systems and all other contact center related invoices as needed
• Possible weekend reporting during launch

Skills and Qualifications

Requirements

Language:

• Must be bilingual in English and Korean

Education:

• University or Post Secondary Degree in Business an asset
• Finance and or Process Innovation background

Knowledge:

• In-depth knowledge of specific domains relevant to Samsung's business interests, such as consumer electronics, mobile devices, home appliances, healthcare, finance, or automotive industries
• Awareness of industry trends, challenges, and opportunities related to artificial intelligence applications

Experience:

• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications
• Entry level HTML, CSS and Javascript training
• Proficiency in programming languages such as Python, Java, C++, and R
• Experience with machine learning frameworks like TensorFlow, PyTorch, Keras, and scikit-learn
• Knowledge of deep learning techniques, neural networks, natural language processing (NLP), computer vision, and reinforcement learning
• Familiarity with cloud computing platforms like AWS, Azure, Google Cloud Platform (GCP)
• Understanding of big data technologies like Hadoop, Spark, and NoSQL databases
• Excellent communication and collaboration abilities to work effectively within cross-functional teams
• Problem-solving mindset and ability to think creatively when faced with challenging technical issues
• Adaptability to rapidly changing technology landscapes and willingness to continuously learn new tools and methodologies
• Project management experience and ability to prioritize tasks efficiently while meeting deadlines

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

Please note that we reserve the right to remove or modify job postings at any time.

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