Role overview
Key Responsibilities
- Design, develop, and implement updates to agent, chatbot, and Generative AI services, including Natural Language Processing (NLP) models and automated support workflows.
- Perform independent testing and process analysis to produce clear documentation and recommend enhancements to product and process owners.
- Partner with business analysts, product owners, and stakeholders to refine development requirements and ensure successful, timely delivery.
- Collaborate with subject-matter experts (SMEs) and users to write, edit, and maintain documentation that aligns with organizational standards.
- Analyze agent and chatbot metrics to identify trends and recommend innovative solutions that improve operational efficiency and customer experience.
- Apply Knowledge-Centered Service (KCS) principles to edit and govern content created by various business units.
- Communicate major updates to knowledge base content and AI services across the organization.
Required Qualifications
- Bachelor’s degree in Technical Writing, Communications, Rhetoric, or a related field (or equivalent combination of education and experience).
- Minimum 8+ years of technical writing and editing experience.
- At least 2+ years of hands-on experience with Natural Language Processing (NLP) or AI-driven technologies.
- Advanced knowledge of technical writing standards, best practices, and content governance.
- Practical experience with Knowledge Management frameworks.
- Strong verbal and written communication skills.
- Excellent analytical, interpersonal, and decision-making abilities.
Preferred Qualifications
- Experience within financial services or regulated industries.
- Understanding of financial institution structures, products, policies, and procedures.
- Familiarity with Salesforce platforms.
- Exposure to Generative AI tools and enterprise chatbot ecosystems.
Work Authorization Requirement
This position requires candidates to be authorized to work in the United States without current or future employer sponsorship. Only U.S. citizens or Green Card holders are eligible to apply.
Pay: Up to $85,000.00 per year
Benefits:
- Health insurance
- Paid time off
Work Location: In person
What you'll work on
- Design, develop, and implement updates to agent, chatbot, and Generative AI services, including Natural Language Processing (NLP) models and automated support workflows.
- Perform independent testing and process analysis to produce clear documentation and recommend enhancements to product and process owners.
- Partner with business analysts, product owners, and stakeholders to refine development requirements and ensure successful, timely delivery.
- Collaborate with subject-matter experts (SMEs) and users to write, edit, and maintain documentation that aligns with organizational standards.
- Analyze agent and chatbot metrics to identify trends and recommend innovative solutions that improve operational efficiency and customer experience.
- Apply Knowledge-Centered Service (KCS) principles to edit and govern content created by various business units.
- Communicate major updates to knowledge base content and AI services across the organization.
What we're looking for
- Experience within financial services or regulated industries.
- Understanding of financial institution structures, products, policies, and procedures.
- Familiarity with Salesforce platforms.
- Exposure to Generative AI tools and enterprise chatbot ecosystems.
Tags & focus areas
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