Nuance

Chatbot Content Specialist

US-WA-Seattle | US-NJ-Mahwah
Job ID
1-31003
Category
Professional Services - Software Development or Programming
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

 

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

 

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: In this role, you will be responsible for building, testing, delivering and maintaining web-based chatbot (virtual assistant) solutions that provide exceptional value and a strong ROI. You 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, you will work with our customers to guarantee high-performing virtual agents throughout their lifecycle.

 

Responsibilities:

  • Understand the virtual assistant's mission, as well as the expectations of the economic buyer/project sponsor, their business objectives, how they will measure the solution success
  • Maintain multi-stage deployment and how that effects elements of the scope/design approach
  • Create solutions that allow for measurable ROI over the long term.
  • Own the overall design of the VA’s Intents and how those flow down into answers, leveraging your analysis of customer data and anything from SpSci/taggers (if available)
  • Know how to best work with the grammatical concepts – using concept filtering; knowing when to include a more granular vs. a more generic Intent
  • Work with speech scientists and taggers to steer them in the right direction of how to structure Intents based on Nina Best Practices and the way NES and NIQS work; how dialogs will be built has a big influence on the way Intents and underlying grammar are structured, so speech scientists'/taggers' approach to Intents doesn’t dictate dialogs, it’s a partnership.
  • Understand reporting, metrics, tagging to ensure tracking of elements that will improve performance and allow for evaluation of VA successes/failures -- Ex: if the client refuses to put the VA behind the log in page, even though we tell them they should, tag all the places where the VA sends the user to the log in page, so we can later show the customer why it was a good idea
  • Own reporting spec doc
  • Create custom metrics if necessary, especially for TouchCommerce chat + Nina deployments
  • Drive developers/tech leads to build solutions that are scalable and comprehensible by non-developers, and especially customers.
  • Own implementation of all content elements.
  • Participate in/monitor/manage grammar implementation. 
  • Provide final approved client documentation to Nuance QA team; guide QA on how to interpret documentation.
  • Own resolution of content-related bugs, coordinate resolution with content specialist.
  • Lead Internal Training train-the-trainer meeting, present template preso as well as lead content specialist in task completion using NES and resolve feedback. 
  • Assist in go-live finalization tasks and final publishing to production
  • Participate in go-live testing, and/or be on hand to help resolve issues and reply to customer concerns.

 

Number of Years of Work Experience: 2-3

 

Required Skills:

  • 2+ years in a role performing content or dialog management design and implementation
  • 2+ years using data analysis to make informed decisions 
  • 1+ years customer-facing experience
  • Metrics-driven and an ability to understand and leverage metrics and to translate them into business value
  • Strong analytical skills, including the ability to do detailed analysis of virtual agent performance and trends in order to provide insight and recommendations

 

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

 

Education:

• Bachelor’s degree
• 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 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.

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