AI/Chatbots- Knowledge/Product Manager in Remote, USA at TTEC

Date Posted: 8/1/2018

Job Snapshot

  • Employee Type:
  • Location:
    Remote, USA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

TTEC (formerly TeleTech) is seeking a Knowledge Engineer to join our Consulting team.   This is a telecommuting opportunity with travel requirements.  


Why choose TTEC (formerly TeleTech) to enhance and broaden your career?  We are just as passionate about providing ideal solutions to solving our client’s business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are.  Whether you’re the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!  

What we are looking for : 

We are looking for an innovative and creative Knowledge Engineer to assist in the build out of Intelligent Virtual Assistants (IVA) – aka chatbots leveraging Artificial Intelligence (AI)). As a Knowledge Engineer, you will be responsible for decomposing and optimizing the knowledgebase content (including call and chat logs) to ensure maximum consumability by an IVA, efficiency, and accuracy. By partnering with our Consultants and Conversational Designers, you will organize process flows and establish variables to link content and data correctly together.  With the customer journey and experience at the forefront of everything you do, you’ll help engineer IVA interactions that resemble person-to-person dialogue.

What you’ll be doing : 

Develop, document, maintain, and continually improve the knowledge base structure, taxonomy, and organization of content
  • Participate in consultation with our clients to establish business objectives for content projects
  • Partner with conversational UI designers to shape and structure the data in a way that will address the questions and problems presented to the bot with accuracy and efficiency
  • Analyze individual parts of an overall project and develop a holistic view on how to link all the content and data together.
  • Conduct testing and ongoing monitoring to ensure the utility of the knowledge base and broader IVA training platform delivers the desired outcomes.  Apply any necessary changes to enhance the end user experience.
  • Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds customer expectations 

What skills you’ll need :

Motivation, Passion, Integrity.  Those are just some of the attributes valued at Ttec.  Of course, there are some other requirements too.  These include :

  • 5 Years in programming, technical writing, content management, and/or systems and applications engineering
  • Expertise in several computer programming languages
  • Experience or knowledge of artificial intelligence, speech recognition technologies, or machine learning
  • Experience with speech recognition and CLP/NLU/NLG systems a plus
  • Multi-tasking, problem solving, communication and logical reasoning skills
  • Excellent communication skills
  • Experience in working with cross-functional teams
  • Minimum Bachelor’s level degree computer applications, software engineering, or a closely related field required; Master’s degree preferred
  • Experience developing Ontology frameworks  to support the design of modularized and structured content using an object based approach

Who We Are :

TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.