Chatbot Content and Design Specialist (Contract Opportunity)
Chatbot Content and Design Specialist (Contract Opportunity)
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Analyze
- Conduct market research and analysis to better understand customer needs across all categories.
- Analyze historical drivers of chatbot engagements to update the knowledge repository
- Brainstorm possible interactions users would have with the chatbot
- A/B Test different conversational flows and presentation formats
- Review chatbot transcripts and implement improvements
- Track and report on initiative KPIs and chatbot contribution outcomes.
- Work with the Analytics team to measure and quantify the impact of improvements.
- Conduct linguistic and functional quality assurance.
Design/Develop
- Create AI chatbot conversation flows using vendor systems to develop an effective architecture that can deliver a delightful conversational experience.
- Develop and maintain the chatbot content repository
- Design engaging chatbot experiences for users including multimedia and predictive responses
- Utilize UX design best practices including persona development customer journey mapping etc.
- Optimize the chatbot to achieve maximum balance of chat deflection rate and user satisfaction
Operational Platform Support
- Act as a primary point of contact for chatbot platform troubleshooting including regression testing and backend issue identification.
- Collaborate with the Genesys support team to escalate and resolve technical issues affecting chatbot functionality.
- Manage and triage chatbot-related Jira tickets ensuring timely updates and communication with stakeholders.
Thought Leadership
- Ability to take direction and work autonomously once briefed.
- Partner with Arise SMEs to produce informative engaging and up to date content
- Collaborate with cross-functional teams to ensure knowledge base is up to date
- Research and stay up to date on leading chatbot design frameworks
- Identify opportunities for automation using the chatbot (ex. Updating customer information or retrieving order status)
- Represent the AVA chatbot in cross-functional initiatives by coordinating requirements aligning updates and ensuring timely delivery of initiative-related chatbot flows.
Our new team member will need:
- 2 to 4 years of experience in content writing or content strategy in US English
- 3-5 years designing content flows conversational design or user experience design (preferred)
- Experience designing conversations for virtual agents voice assistants or chatbots
- Experience in knowledgebase management
- Bachelors degree in Linguistics Marketing UX CX Curriculum Design or 2 years of equivalent experience
- Excellent written and verbal communications skills in US English
- Data driven decision making
- High level of technical aptitude
- Ability to work within in an Agile and fast-paced results-orientated environment
- Exceptional logical analytical and organizational skills
- A basic understanding of technologies and platforms such as Genesys Chat Dialogflow Watson LUIS etc. and how it impacts conversation designs
- Genesys Cloud Certified a plus
- Proficiency with Microsoft Office suite
- Excellent business judgement and analytical problem-solving skills
Qualifications :
Educational Qualifications:
- Bachelors in engineering (Computer Science) or equivalent higher-level degree
Certifications:
- Genesys Cloud Certification
Additional Information :
The role is client facing and needs to be played in ET hours (08:00 - 17:00 ET)
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
