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Senior Chatbot Content Specialist

Apply Job ID 1-42001 Date posted 08/06/2019 Location Mahwah, New Jersey

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

Job Summary:

Summary: The Content Specialist is responsible for building, testing, delivering and maintaining web-based Virtual Assistant solutions that provide exceptional value and a strong ROI. In completing the work, the Content Specialist will work alongside Service Managers and other Content Specialists and will become a domain expert with a comprehensive understanding of Intelligent Virtual Assistants in order to play a truly consultative role. Engaging with our customers’ content writers, business analysts, and product teams, the Content Specialist will work with our customers to guarantee high-performing virtual agents throughout their lifecycle.

Responsibilities:

•Participates with Professional Services in VA deployments, designing and building the VA’s initial content knowledge base.
•Assesses performance, identifies content gaps and makes recommendations to continuously improve virtual agent performance.
•Reads conversations and analyzes the performance of the VA on a regular basis.
•Investigates and diagnoses the right action to be taken to improve the end-user experience.
•Uses our tools to provide our customers with insight into what their customers are talking about and the topics that they are most interested in.
•Engages with content writers, business analysts and product managers on the client side to ensure that the VA remains knowledgeable and effective.
•Updates the content of the VA and provides quality control and testing after each VA content update.
•Uses in-house tools to deliver content changes.
•Contributes to best practices by giving timely and appropriate feedback that will result in delivering high-performing virtual agents in a consistent, efficient, and profitable manner

Qualifications

Number of Years of Work Experience: 5. Fewer years accepted where clear aptitude for the role is demonstrated

Required Skills:

•Ability to perform content or dialog management design and implementation
•Strong experience with Data trends/behaviors, analysis, metrics and statistics - Data Driven (Essential)
•Experience in delivering proposals/solutions/recommendations to customers based on data driven analysis.
•Experience with Web, Digital or Performance analytics (Essential)
•Experience with optimizing customer platforms e.g. web, mobile etc.
•Experience in a customer-facing role on-site or remote with external customers.
•Experience with any analytical tools e.g. Google Analytics (Desirable)
•Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
•Demonstrated experience in stakeholder management, building partnerships and managing and interacting with clients and internal stakeholders of different levels
•Must possess strong presentation skills and be able to communicate using all modes of communication
•Ability to travel up to 15%

Preferred Skills:

• Previous customer support or web-based customer service is preferred
• Previous experience in web content management, process mapping, or business process improvement is a plus
• Fluency in another language, specifically in the written language but also spoken
• MS Office

Education:

• Bachelor’s degree or equivalent experience/knowledge
• Relevant academic background (psychology, communications, language, technology-related) or experience in content management, customer experience, dialog design, user experience

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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