[쿠팡] CS 지식관리 시스템(KMS) 운영 및 AI 자동화 담당자
Core
Designing and operating a Generative AI-based Knowledge Management System (KMS) to structure customer service policies and operational knowledge for use in chatbots and voicebots.
Role type
Senior IC Knowledge Management Engineer (Generative AI)
Builds
Next-generation customer service operating environment using Retrieval-Augmented Generation (RAG) and AI services
Domain
E-commerce / Customer Service / Generative AI
Deliverable
production ML models | product features
Required skills
Knowledge Management System (KMS) architecture, Retrieval-Augmented Generation (RAG) design, Information Architecture (knowledge structuring, modularization, mapping), Large Language Model (LLM) data curation, Data analysis for decision making
Preferred skills
Contact Center knowledge management, Self-service platform development, CRM system integration, Prompt engineering, AI solution consulting experience
Technologies
SharePoint, Confluence, Salesforce, LLMs
Responsibilities
Structuring and modularizing large-scale customer service policies and operational knowledge, Designing RAG-based knowledge structures and search systems, Managing the full knowledge lifecycle (creation, review, deployment, retirement), Integrating KMS with CRM and other business systems, Curating and quality-managing data for LLM training
Seniority
Mid-Senior, hands-on IC
