.Why CompuCom?
(Overview):The Chat Content Management & Optimization Analyst supports the Chat's Self-Service strategy by creating and updating content for all levels and formats of Chat AI Conversations, including, but not limited to: FAQ and How to Guides, Self Service conversational scripts for end-user chatbot interaction Additionally, optimizing the self-service content and user search results to support the effective use of Natural Language Processing, Natural Language Understanding, and machine learning-based search and chatbot interaction.
This role requires the ability to understand information related to computer systems and enterprise environment processes.
To create narrative experiences through clear, context-specific, and conversational voice for a targeted audience.
You will partner with internal and external clients to create, manage, and optimize high-quality content for CompuCom's clients to drive self-service success.What We Need & What You'll Do (Responsibilities):- Understanding of the NLP/NLU and machine learning systems and interactive chatbots- Ability to create and design user workflows for interactive storytelling and conversational chatbot.- Ability to create and optimize content and identify content that fits best in the chatbot tool vs. the cognitive search tool- Proven ability to quickly learn and understand complex topics- Previous experience writing documentation and procedural materials for multiple audiences.- Superior written and verbal communication skills and able to communicate with all levels of Management.- Experience working with developers and system engineers to improve user experience: design, UI, and content optimization.- Customer-first mentality to create effective solutions that enhances end-user experience reducing the need for manual assisted-support.- Ability to interact with clients to gather feedback while performing job duties while representing Compucom in a professional manner- Goal-Oriented and Self-Motivated- Excellent Time Management- Able to make decisions while working under pressure- Basic to advanced level of knowledge of Computer Systems- Basic to advanced knowledge of Coding (Python, JSON, CSS, HTML)- 2 years' experience working in an IT call center environmentWho You Are (Qualifications):- Requires an understanding of the requirements of the content being created to develop self-service knowledge articles and/or conversational chatbot scripts with a narrative dialogue that engages end-users by target audience to seamlessly resolve inquiries