Senior Chatbot Specialist (Remote Role)

Job Description

About Embry-Riddle Aeronautical University:

Embry-Riddle Aeronautical University is an independent, culturally diverse institution providing quality education and research in aviation, aerospace, engineering, and other related fields with residential campuses located in Daytona Beach, Florida and Prescott, Arizona. The University's Worldwide campus provides educational opportunities online and at approximately 130 locations throughout the United States, Asia, Europe, and Central/South America.

As the largest and most comprehensive aviation and aerospace-focused university in the world, Embry-Riddle is a unique institution. Over the past 90 years, the University has evolved with industry to break new ground and produce top-level graduates who serve the ever-changing needs of aviation and aerospace and other STEM-related disciplines. Embry-Riddle offers programs in seven primary fields of study including: Applied Science; Aviation; Business; Computers and Technology; Engineering; Safety, Security, and Intelligence; and Space.

For Academic Year 2020-21, there were over 10,700 undergraduate, graduate, and doctoral students that attended the University's residential campuses and approximately 32,700 students in total enrolled with the University around the world.

The Opportunity:

Embry-Riddle Aeronautical University is seeking a Senior Chatbot Specialist to join the Information Technology department in Daytona Beach, Florida or in a teleworking arrangement. The Senior Chatbot Specialist is responsible for the production, deployment and expansion of digital content for an internal Oracle AI chatbot.

Reporting to the Director of Web Content, the Senior Chatbot Specialist will build and maintain chatbot questions and answers to ensure that content reaches the intended audience while providing a consistent user experience. The Senior Chatbot Specialist will partner with internal stakeholders to obtain all content requirements and ensure information is provided in a clear and accessible manner. Working with the Oracle partner and internal information technology specialists, the Senior Chatbot Specialist will be the primary point of contact for chatbot content, testing, feature deployments, reporting and growth.

Information Technology provides a modern, collaborative environment with on-site amenities, professional development opportunities, and a flexible summer work schedule. Working for Embry-Riddle entitles employees to a robust benefits package – from quality health care and retirement to generous education benefits.

Essential Job Functions:

• Maintain, review, approve and enhance chatbot content and conversations
  
  
• Review chatbot conversations to rank and train the AI
  
  
• Report on chatbot performance, accuracy, feedback, KPIs and more
  
  
• Use TeamDynamix ticketing system to complete tasks and requests
  
  
• Stay abreast of current usability, accessibility, web and content development best practices in relation to chatbot experiences
  
  
• Identify and recommend ways to integrate emerging technologies and best practices into current chatbot communications and future chatbot expansions
  
  

Qualifications

• Required Education: Bachelor's degree in Communications, User Experience or related field
  
  
• Required Experience: At least 1-3 years of work-related experience
  
  

Required skills, knowledge, abilities:

• Demonstrated digital content experience.
  
  
• Experience maintaining content for virtual and digital assistants in an enterprise environment, including conversational artificial intelligence.
  
  
• Detail-oriented and quality-driven, with the ability to review large amounts of content and data and make recommendations to correct and improve the chatbot’s answers and functionality.
  
  
• Ability to refine and maintain the tone, brand, and image of the chatbot.
  
  
• Effective and clear communicator, comfortable managing stakeholder relationships.
  
  
• Understanding of business process optimization and automation opportunities.
  
  
• Ability to manage multiple projects and requests with varying deadlines; some project management experience preferred.
  
  
• Knowledge of usability and accessibility best practices for the web.
  
  
• Ability to support IT Core Values by focusing on improvement, believing in our team, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.