Specialist - Bots Strategy

📋 Description

• Own end-to-end AI experience for EX, incl. intents, content, workflows, outcomes.
• Refine Q&As; maintain persona and brand alignment.
• Convert Q&As into structured knowledge articles; publish with Content Strategy.
• Audit conversations; diagnose content vs model issues; propose fixes.
• Configure workflows, automations, guardrails per business needs.
• Analyze bot KPIs (resolution, deflection, fallback) and improve.

🎯 Requirements

• 3-5 years in chatbot ops, conversational design, or content/knowledge mgmt in B2B SaaS (CX
• Strong ability to analyze conversations and derive insights.
• Hands-on ITSM experience (prefer Freshservice) for automation opportunities.
• Experience creating/refining Q&As, intents, workflows, or knowledge articles.
• Independent contributor with cross-team collaboration.
• Strong attention to detail and communication skills.

🎁 Benefits