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Posted Jul 24

Chatbot Content and Design Specialist

Remote Full time

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 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 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 suite
  • Excellent 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 Arise
  • Work 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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