Experienced Chatbot Content & Design Specialist – Conversational Experience Optimization & Knowledge Management
At careerzynith, we're revolutionizing the way the world works by connecting the world's biggest brands with the largest network of gig-economy Service Partners in the BPO industry. As a pioneer in work-from-home solutions and CX Transformation, we're changing the game with every major brand we support. Now, we're looking for a talented and innovative Chatbot Content & Design Specialist to join our team and help us optimize the Service Partner experience by designing engaging conversational flows and maintaining an up-to-date content repository.
**About careerzynith**
careerzynith has been at the forefront of disrupting the BPO industry since 1994, creating a platform that empowers Service Partners to deliver exceptional customer experiences. Our commitment to excellence, people empowerment, making a difference, and embracing possibilities drives everything we do. As a regular-full-time employee of careerzynith, you'll be part of a dynamic team that's changing the way the world works.
**Our Core Values**
* Relentlessly Pursue Excellence
* Empower People & Partners
* Make a Difference
* No Boundaries
* Embrace Possibilities
**The Role**
As the first line of support for our customers, the AVA (careerzynith Virtual Assistant) Chatbot provides a critical touchpoint between Service Partners and our brand. Without proper maintenance and intentionally designed engaging experiences, the AVA Chatbot can quickly become a liability that causes Service Partner frustration and can cause more harm than good. careerzynith is looking for a Chatbot Content & Design Specialist to join the team and optimize the Service Partner experience by designing engaging conversational flows and maintaining an up-to-date content repository.
**Key Responsibilities**
* 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.
+ Work with the Analytics team to measure and quantify the impact of improvements.
+ Conduct linguistic and functional quality assurance.
+ 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.
* 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 careerzynith 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 (e.g., 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.
**Requirements**
* 2 to 4 years of experience in content writing or content strategy in US English.
* 2-3 years designing content flows, conversational design, or user experience design. 3-5 years (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 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.
**What We Offer**
* Competitive compensation and benefits, including:
+ Joining a diverse group of awesome individuals making a difference every day.
+ ~70% of your Health/Dental/Vision/Flex Spending Benefits paid by careerzynith.
+ 401k – 40% match starting on day 1.
+ Tuition Reimbursement of $4,000 each year!
+ Generous PTO Plan starting from day 1.
+ 9 holidays and 1 Diversity Day.
+ Maternity & Paternity Paid Leave.
+ Life and Disability Insurance 100% paid by careerzynith.
* Work hard AND have FUN! We play a lot at careerzynith.
* When smart, creative, and passionate people get together, the results are astounding, and the opportunities limitless! Achieve your potential at careerzynith.
**Diversity Creates a Healthier Atmosphere**
careerzynith is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from talented individuals from all backgrounds.
**Ready to Join the Revolution?**
Apply now to become a part of careerzynith's dynamic team and help us change the way the world works!
Apply for this job
**About careerzynith**
careerzynith has been at the forefront of disrupting the BPO industry since 1994, creating a platform that empowers Service Partners to deliver exceptional customer experiences. Our commitment to excellence, people empowerment, making a difference, and embracing possibilities drives everything we do. As a regular-full-time employee of careerzynith, you'll be part of a dynamic team that's changing the way the world works.
**Our Core Values**
* Relentlessly Pursue Excellence
* Empower People & Partners
* Make a Difference
* No Boundaries
* Embrace Possibilities
**The Role**
As the first line of support for our customers, the AVA (careerzynith Virtual Assistant) Chatbot provides a critical touchpoint between Service Partners and our brand. Without proper maintenance and intentionally designed engaging experiences, the AVA Chatbot can quickly become a liability that causes Service Partner frustration and can cause more harm than good. careerzynith is looking for a Chatbot Content & Design Specialist to join the team and optimize the Service Partner experience by designing engaging conversational flows and maintaining an up-to-date content repository.
**Key Responsibilities**
* 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.
+ Work with the Analytics team to measure and quantify the impact of improvements.
+ Conduct linguistic and functional quality assurance.
+ 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.
* 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 careerzynith 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 (e.g., 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.
**Requirements**
* 2 to 4 years of experience in content writing or content strategy in US English.
* 2-3 years designing content flows, conversational design, or user experience design. 3-5 years (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 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.
**What We Offer**
* Competitive compensation and benefits, including:
+ Joining a diverse group of awesome individuals making a difference every day.
+ ~70% of your Health/Dental/Vision/Flex Spending Benefits paid by careerzynith.
+ 401k – 40% match starting on day 1.
+ Tuition Reimbursement of $4,000 each year!
+ Generous PTO Plan starting from day 1.
+ 9 holidays and 1 Diversity Day.
+ Maternity & Paternity Paid Leave.
+ Life and Disability Insurance 100% paid by careerzynith.
* Work hard AND have FUN! We play a lot at careerzynith.
* When smart, creative, and passionate people get together, the results are astounding, and the opportunities limitless! Achieve your potential at careerzynith.
**Diversity Creates a Healthier Atmosphere**
careerzynith is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from talented individuals from all backgrounds.
**Ready to Join the Revolution?**
Apply now to become a part of careerzynith's dynamic team and help us change the way the world works!
Apply for this job