Nuance

Content Specialist

US-CA-Agoura Hills
Job ID
1-31393
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

In this role, you will be responsible for building, testing, delivering and maintaining web-based Virtual Assistant solutions that provide exceptional value and a strong ROI. You will work with 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, you 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

Number of years of Work Experience: 5+ years of relevant experience

 

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

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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