Experienced Chatbot Content & Design Specialist – Conversational Experience Optimization

At arenaflex, 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 the CX Transformation space, we're committed to making a difference in the lives of our customers and employees alike. We're now seeking an experienced 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 arenaflex

arenaflex has been at the forefront of innovation since 1994, creating a disruptive technology platform that has transformed the way businesses interact with their customers. Our commitment to excellence, empowerment, and making a difference has earned us a reputation as a leader in the industry. We're proud to be a work-from-home pioneer and a CX Transformation trailblazer, and we're excited to have you join our team as we continue to push the boundaries of what's possible.

Our Core Values

At arenaflex, we live by a set of core values that guide everything we do:

• Relentlessly Pursue Excellence: We strive for perfection in everything we do, from our products to our services.
• Empower People & Partners: We believe in empowering our employees, partners, and customers to achieve their full potential.
• Make a Difference: We're committed to making a positive impact on the lives of our customers and employees.
• No Boundaries: We're a global organization with a global mindset, and we're always looking for new ways to innovate and grow.
• Embrace Possibilities: We're a company that's always looking to the future, and we're excited to see what's possible.

The Role

As a Chatbot Content & Design Specialist, you'll play a critical role in optimizing the Service Partner experience by designing engaging conversational flows and maintaining an up-to-date content repository. You'll work closely with our Analytics team to measure and quantify the impact of improvements, and you'll use your expertise in UX design best practices to create AI chatbot conversation flows that deliver a delightful conversational experience.

Key Responsibilities

* Analyze customer needs across all categories through market research and analysis

• 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 engaging chatbot experiences for users, including multimedia and predictive responses
• Utilize UX design best practices, including persona development and customer journey mapping
• Optimize the chatbot to achieve maximum balance of chat deflection rate and user satisfaction
• 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 arenaflex 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

* 2-4 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-oriented 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 judgment and analytical problem-solving skills

What We Offer

* Competitive compensation and benefits package

• Join a diverse group of awesome individuals making a difference every day
• ~70% of your Health/Dental/Vision/Flex Spending Benefits paid by arenaflex
• 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 arenaflex
• Work hard AND have FUN! We play a lot at arenaflex.

Why Join arenaflex?

When smart, creative, and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at arenaflex and be a part of a company that's changing the way the world works.

Diversity Creates a Healthier Atmosphere

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We believe that diversity creates a healthier atmosphere and we're committed to making a difference in the lives of our customers and employees alike.

Apply Now!

If you're a creative and passionate individual who's looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Join our team and be a part of a company that's making a difference in the world. Apply for this job