Knowledge Engineer- Intelligent Virtual Assistant in Pasay at TTEC

Date Posted: 2/16/2018

Job Snapshot

Job Description

The world has changed. Disruptive technologies, social media, more demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TeleTech helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement and digital transformation. 
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 knowledgebase structure, taxonomy, and organization of contentParticipate 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 TeleTech.  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
Who We Are :

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.
Our Consulting team is on a mission to help our clients realize the amazing opportunities available to them, by driving new thinking and transforming the way they create exceptional experiences for their employees and customers.   We provide end-to-end advisory and execution services, giving leaders the confidence and tools to re-think how to compete with a combination of our logic, intellect and ability to make sense of the data with our creativity and experience.

What We Offer :

  • Competitive salary packages, variable incentive bonus plans
  • 100% employer paid HMO coverage for employees
  • Life insurance, wellness programs, onsite clinic
  • Comprehensive health and wellness program, including employee assistance
  • Employee recognition programs, professional development, tuition reimbursement
  • Learning and career growth opportunities via our global footprint
  • Shuttles, gym discounts


TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.