AI Knowledge Content Specialist

Key Responsibilities

• Develop and maintain SOPs and Work Instructions (WIs)
• Translate complex workflows into clear content
• Align documentation with process maps and operational intent
• Apply ISO-aligned document control standards
• Create and optimize content for AI chatbots and virtual assistants
• Design conversational, accurate, and compliant responses aligned with brand voice
• Create decision trees, guided workflows, and troubleshooting logic
• Structure content for agent and customer navigation of complex scenarios
• Collaborate with SMEs to validate logic
• Design content with a user-first mindset
• Improve findability and usability of knowledge assets
• Standardize formats, templates, and naming conventions
• Identify gaps and continuously improve knowledge effectiveness

Skills & Experience

• Proven ability to convert complex processes into clear SOPs, work instructions, or knowledge content
• Experience improving, streamlining, and enhancing documentation for human and AI consumption
• Experience creating content for agents, customers, and chatbots with usability focus
• Experience with AI/chatbot content or knowledge platforms
• Background in instructional design, technical writing, or knowledge management

Requirements

• Bachelor's Degree preferred; strong relevant experience considered
• Focus on Project Elevate and AI-related transformation initiatives
• Open to candidates from any industry with strong content development expertise
• Prepare to discuss prior writing experience and provide examples (SOPs, work instructions, etc.)
• Writing samples preferred prior to interview, requested during process
• Virtual interview: behavioral, experience-based, and content evaluation
• May review existing documentation and explain improvement for readability and usability
• Experience with AI tools beneficial; chatbot development experience not required but comfort discussing AI-generated content
• Experience with Visio and Salesforce preferred but not required