Our client, in the energy & utilities industry, is seeking a Senior Writer of Conversational AI & Knowledge to join their team in Houston!

This is a direct hire, FTE role - option for contract to hire if preferred.

Location: downtown Houston (3-4 days per week in office)

Pay Range: $95k base salary + annual bonus + benefits & PTO

What this person will do

• Write, revise, and maintain knowledge base articles that help agents find accurate answers and explain processes to customers.
• Understand agent workflows and customer conversation patterns; translate complex processes into practical guidance an agent can use during a call.
• Structure and refine knowledge so it can be retrieved and used effectively by AI enabled tools as the knowledge bases are integrated with those products.
• Use Cresta to configure real time agent assistance, including hints and checklists, their wording, conversation triggers, and when they appear.
• Partner with knowledge and AI transformation colleagues to test and improve how guidance is surfaced in searches and during live conversations.

Candidate profile

• Strong writing and editing skills, with the ability to explain processes clearly and accurately to a customer facing audience.
• Process oriented thinking and sound judgment about what information an agent needs at each point in a conversation.
• Ability to learn and configure an AI enabled agent assistance product; this is a tool and content configuration role, not an AI model development position.
• Comfort collaborating with operational teams and learning unfamiliar customer service processes.

Helpful experience

• Knowledge management or contact center content experience.
• Experience supporting a call center, contact center, high volume retail operation, service desk, or comparable customer service environment.
• Experience with Cresta or a similar conversational AI or agent assist platform.

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of:  Manpower, Experis and Talent Solutions

Experis® is a global leader in technology services and part of the ManpowerGroup® (NYSE: MAN) family of brands. We connect skilled technology professionals with meaningful opportunities where they can grow their careers, expand their expertise and make a real impact. Guided by the belief that it takes Human Ingenuity to unlock the true potential of technology, Experis helps people gain experience with leading organizations, build sought-after skills and take the next step toward a brighter future. Backed by ManpowerGroup's 75+ years of workforce expertise and global reach across more than 70 countries and territories, Experis brings the scale, insight and opportunity to help people and businesses thrive. ManpowerGroup is consistently recognized for its commitment to inclusion, ethics and responsible business, including being named one of the World's Most Ethical Companies. Learn more at Experis.com.