Job Description
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
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