Responsibilities
- Design, develop, and implement updates to agent, chatbot, and Generative AI services, including Natural Language Processing (NLP) models and automated support workflows.
- Perform independent testing and process analysis to produce clear documentation and recommend enhancements to product and process owners.
- Partner with business analysts, product owners, and stakeholders to refine development requirements and ensure successful, timely delivery.
- Collaborate with subject-matter experts (SMEs) and users to write, edit, and maintain documentation that aligns with organizational standards.
- Analyze agent and chatbot metrics to identify trends and recommend innovative solutions that improve operational efficiency and customer experience.
- Apply Knowledge-Centered Service (KCS) principles to edit and govern content created by various business units.
- Communicate major updates to knowledge base content and AI services across the organization.
Basic qualifications
- Bachelor’s degree in Technical Writing, Communications, Rhetoric, or a related field (or equivalent combination of education and experience).
- Minimum 8+ years of technical writing and editing experience.
- At least 2+ years of hands-on experience with Natural Language Processing (NLP) or AI-driven technologies.
- Advanced knowledge of technical writing standards, best practices, and content governance.
- Practical experience with Knowledge Management frameworks.
- Strong verbal and written communication skills.
- Excellent analytical, interpersonal, and decision-making abilities.
Preferred qualifications
- Experience within financial services or regulated industries.
- Understanding of financial institution structures, products, policies, and procedures.
- Familiarity with Salesforce platforms.
- Exposure to Generative AI tools and enterprise chatbot ecosystems.
Benefits
- Health insurance
- Paid time off
Tags & focus areas
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