Experienced Chatbot Content & Design Specialist – Conversational Experience Optimization & Knowledge Management

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 work-from-home solutions and CX Transformation, we're changing the game with every major brand we support. Now, we're looking for a talented and innovative 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 disrupting the BPO industry since 1994, creating a platform that empowers Service Partners to deliver exceptional customer experiences. Our commitment to excellence, people empowerment, making a difference, and embracing possibilities drives everything we do. As a regular-full-time employee of arenaflex, you'll be part of a dynamic team that's changing the way the world works.

Our Core Values

* Relentlessly Pursue Excellence

• Empower People & Partners
• Make a Difference
• No Boundaries
• Embrace Possibilities

The Role

As the first line of support for our customers, the AVA (arenaflex 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. arenaflex 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.

Key Responsibilities

* 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 Platform 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 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 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 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.

What We Offer

* Competitive compensation and benefits, including: + Joining 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.
• When smart, creative, and passionate people get together, the results are astounding, and the opportunities limitless! Achieve your potential at arenaflex.

Diversity Creates a Healthier Atmosphere

arenaflex is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from talented individuals from all backgrounds.

Ready to Join the Revolution?

Apply now to become a part of arenaflex's dynamic team and help us change the way the world works! Apply for this job