Senior Analyst, AI Content & Knowledge Management

Your potential with TTEC’s award-winning employment experience. As an AI Content & Knowledge Management Senior Analyst working Hybrid in Novaliches, Quezon City Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

What You’ll Do

Are you curious about how AI can transform the way employees experience work? In this role, you’ll help shape the future of our digital workplace by designing conversational experiences that make finding answers effortless. As the AI Content & Knowledge Management Senior Analyst, you’ll manage and continuously improve our enterprise AI assistant in Microsoft Teams—helping employees navigate our organization with confidence and speed.

You’ll be the connector between people and technology, ensuring that every interaction feels accurate, helpful, and human. Working closely with People & Culture, Shared Services, and IT, you’ll turn complex information into clear, AI-ready content that empowers employees and reduces inquiry volume.

If you love organizing information, solving puzzles, and creating experiences that feel intuitive, this role is for you.

You'll report to the Senior Manager, Human Capital Services.

During a Typical Day, You’ll

• Set the Standards for AI-Ready Knowledge

  • Create simple templates and metadata guidelines so AI can deliver answers that are timely and relevant
  • Include essentials like country applicability, effective dates, owner details, and escalation paths
  • Help teams adopt these standards so content is consistent and easy to find

• Discover and Organize Content Across People & Culture

  • Hunt down existing content, spot gaps, and eliminate duplicates
  • Bring clarity and structure to scattered information—turning chaos into order
  • Prioritize updates so we’re ready for launch without rewriting everything

• Prepare Content for AI Success

  • Apply AI-ready templates and clarify language with subject matter experts
  • Break information into reusable “knowledge blocks” for flexibility
  • Add metadata that connects content to systems like Oracle, UKG, and ServiceNow

• Partner with Knowledge Management for Publishing
  • Submit content that’s ready to go live—no extra cleanup needed
  • Ensure tagging and categorization align with AI and KM needs
  • Keep content fresh by supporting lifecycle reviews and compliance follow-ups

What You Bring to the Role

• Basic understanding of conversational design (tone, flow, error handling)
• Strong writing and content creation skills
• Experience managing projects with multiple stakeholders
• Familiarity with Microsoft Teams or similar tools

What You Can Expect

· Supportive of your career and professional development

· An inclusive culture and community minded organization where giving back is encouraged

· A global team of curious lifelong learners guided by our company values

· Ask us about our paid time off (PTO) and wellness and healthcare benefits

· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit https://mybenefits.ttec.com/ for more information.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Hybrid