Specialist, Chatbot Content & Design

Chatbot Content & Design Specialist Around since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities As the first line of support for our customers, the AVA (Arise 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. Arise 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. What you will take on: 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 improvementsTrack 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 Platfrom 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 • 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 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 suiteExcellent business judgement and analytical problem-solving skills Competitive Compensation and Benefits which include: • Joining a diverse group of awesome individuals Making a Difference every day • ~70% of your Health/ Dental/ Vision/ Flex Spending Benefits paid by Arise • 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 AriseWork hard AND have FUN! We play a lot at Arise. When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise. Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V Apply tot his job