[Remote] Content Strategist III (6204)

Note: The job is a remote job and is open to candidates in USA. itD is a consulting and software development company seeking a Content Strategist III to enhance the support experience for WhatsApp users globally. The role involves driving content strategy initiatives, optimizing AI-powered content, and improving chatbot performance through data-driven analysis and content refinement.ResponsibilitiesConduct root cause analyses (RCAs) on user support tickets to identify chatbot content issues, replicate problems, and determine root causesAnalyze data and user feedback to assess issue prevalence, impact, and opportunities for content improvementsResolve content-related issues through content updates, prompt engineering, and index optimization for AI-powered support experiencesTriage and escalate issues related to engineering systems, retrieval mechanisms, response generation, or platform functionality with clear documentationTest and validate chatbot performance after content updates to ensure issue resolution and a high-quality user experienceWrite, edit, and optimize Help Center articles, customer support responses, and AI-enablement content aligned with content strategy best practicesCollaborate with Product, Engineering, Operations, and Support teams to create clear, empathetic, and effective support contentApply and maintain content standards, editorial guidelines, and best practices across customer-facing support experiencesManage multiple projects simultaneously while balancing competing priorities and adapting to evolving business needsIdentify workflow improvements and provide recommendations to enhance content processes, tooling, and operational efficiencyAttend regular internal practice community meetingsCollaborate with your itD practice team on industry thought leadershipComplete client case studies and learning material (blogs, media material)Build out material to contribute to the Digital Transformation practiceAttend internal itD networking events (in person and virtual)Work with leadership on career fast-track opportunitiesSkillsBachelor's degree in English, Communications, or a related field (or equivalent international qualification)2+ years of experience in content strategy, technical writing, or related content-focused roles6+ months of experience developing content for Generative AI applicationsExperience writing online help content, customer support documentation, and user-facing content for mobile applications or social media platformsDemonstrated ability to evaluate complex content issues and exercise strong editorial judgmentExperience with Content Management Systems (CMS)Experience using project management tools to manage deliverables and deadlinesStrong written communication, content development, and editing skillsAbility to conduct root cause analysis and troubleshoot content-related user experience issuesExperience managing projects in fast-paced, ambiguous environmentsFamiliarity with data analysis and reporting toolsExperience with XML editingExperience working with AI tools and prompt engineering techniquesExperience debugging user-facing product issuesBasic experience with data querying, scripting, or analytical tools to assess issue impact and prevalenceExperience supporting AI-powered customer support platforms or chatbot experiencesBenefitsComprehensive medical benefitsA 401k planPaid holidaysMedical, dental, vision, life insurancePaid holidays401K + matchingNetworking & career learning and development programsCompany OverviewitD is a different kind of technology and software development consultancy that puts client needs at the center of what we do. It was founded in 2005, and is headquartered in Campbell, California, USA, with a workforce of 501-1000 employees. Its website is https://itdtech.com.