Job Description
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!
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