Chatbot Content and Design Specialist

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 Op erational 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 Bachelor s 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 Educational Qualifications: Bachelors in engineering (Computer Science) or equivalent higher-level degree Certifications: Genesys Cloud Certification