Software Engineer/Application specialist to Customer Care

Company Description

H&M Group Business Tech presents a rare opportunity to play a key role in developing the future digital ecosystems for fashion, helping us create new revenue streams. Join a truly global team on our journey where you will be part of shaping our future communication experience for our customers all around the world. By using tech and data we want to enhance our existing solutions and explore new opportunities.

About our product – Bot and Social Media Care:

We are part of the product area Customer Care within the Customer domain. The product team is developing a world class AI powered conversational experience and building solution to support customers on channels and social media platform of their choice. We have an exciting future ahead of us as consumers and technology is coming closer together and new consumer behavior keep evolving. The team designs and develops chatbots at our websites using conversational AI. We also make sure our customers can reach out to us on social media with their questions and comments. We provide the solutions to make it possible to monitor and moderate all our social media accounts within H&M Group and route the cases to the right support team.

Job Description

To really shape the future of customer care experience, specifically in the conversational AI and social media care, we are looking for a passionate software engineer who has experience working with conversational AI or other intent driven customer care solutions. You will be part of a small product team in customer care product area, who design and develop the customer facing chatbots on our websites and care solutions for social media. We constantly need to explore new possibilities within these areas. There is a great possibility to have an impact on the technical solution and the effects they will bring.

We are on a journey together which means there is no clear path. Therefore, you will play an important role in setting the foundation and creating our future in conversational AI and social media care solutions for all our fantastic brands. We believe you are dynamic, collaborative, and curious!

Responsibilities

You will work alongside a Product Owner, Product Designer, and other Software Engineers in an agile team, with the responsibility for creating, designing, and maintaining solutions which fulfils our customer care experience.

Furthermore, you will:

• Work with chatbot and social media care tools that monitor and respond to customer questions.
• Work with professional software engineering practices & best practices for the full software development life cycle
• Translate product strategy and requirement into suitable, maintainable, and scalable solution design
• Collaborate closely with product owner and other cross-functional teams, share best practice as well as discuss and motivate design solutions

Qualifications

As an application specialist at H&M Group you will embark on a journey that will lead to something new and exciting - we will test, fail, and learn. You are an important player in this transformation, and so we believe you are communicative, flexible, stress resistant. You have previous experience from working in large companies with many stakeholders and have worked with distributed teams

We also believe that you:

• Have a bachelor’s degree in Computer Science, Engineering, or related field
• 5+ years of work experience as an application expert, designing the customer service solutions, analyzing the requirements, and testing.
• Have exposure to customer care solutions, specifically with chatbot and social media interactions. Any experience in customer intent driven care is considered as advantageous.
• Experience working with any SAAS platform, configuring, troubleshooting, and supporting end users.
• Knowledge of working with REST APIs
• Understanding of Azure cloud platform
• Experienced in machine learning application development, or at least interested in machine learning and data science
• Have a demonstrated history of working according to agile practices with knowledge of Scrum & SAFE. Previous experience as scrum master or professional scrum master certification is preferable.
• “You build it you run it” mindset
• Have experience working with Jira, ServiceNow etc.

Additional Information

Please apply with your CV and Personal letter as soon as possible, no later than 28th of November. If you have any questions about the recruitment, please contact Talent Acquisition Partner Mona Farshchian on [email protected]. We are looking forward to your application!