Senior, Conversational AI & Knowledge

Location: Virtual, TX

About the role

The Senior Writer, Conversational AI & Knowledge is responsible for the optimization and governance of NRG’s conversational AI capabilities and Customer Support Operations knowledge ecosystem. This position serves as the business owner for Cresta Agent Assist and the senior owner for maintaining the organization’s internal knowledge base, ensuring agents and AI solutions have access to accurate, governed, and actionable information. The role partners across Operations, Technology, Analytics, Learning Enablement, and business teams to improve agent performance, customer experience, knowledge effectiveness, and AI-enabled support capabilities.

Responsibilities

• Conversational AI & Cresta Agent Assist
  • Serve as the business owner and primary administrator for Cresta Agent Assist (TX Region).
  • Design, implement, and optimize agent guidance, workflows, checklists, prompts, coaching cues, and knowledge recommendations.
  • Partner with business stakeholders to identify and deploy new AI-assisted use cases that improve customer and agent outcomes.
  • Monitor adoption, performance, and effectiveness of conversational AI capabilities and drive continuous improvement.
  • Coordinate testing, user acceptance, deployment, and change management activities for AI-enabled solutions.
• Knowledge Management Optimization
  • Work with a team of Knowledge Management Specialists.
  • Own the day-to-day operation, governance, and continuous improvement of the Customer Support Operations knowledge base.
  • Ensure knowledge content remains accurate, compliant, searchable, and optimized for both human agents and AI-powered tools.
  • Oversee knowledge architecture, taxonomy, access governance, content standards, and lifecycle management.
  • Assist with knowledge base integrations and connections to internal systems, support tools, and AI platforms.
  • Partner with SMEs and business teams to create, maintain, and improve articles, procedures, scripts, FAQs, agent communications, and other support content.
• Analytics & Continuous Improvement
  • Use operational data, agent feedback, and content performance metrics to identify improvement opportunities.
  • Improve search accuracy, knowledge utilization, AI retrieval effectiveness, and overall agent experience in regards to Cresta and the knowledge base.
  • Ensure knowledge content and AI guidance align with legal, regulatory, audit, and operational requirements.

Requirements

• Bachelor’s degree preferred. Equivalent experience will be considered.
• 5+ years of experience in knowledge management, contact center operations, business analysis, process improvement, AI enablement, or related disciplines.
• Experience working cross-functional initiatives and managing stakeholders.
• Strong understanding of knowledge management, content governance, and customer support operations.
• Experience with conversational AI, agent assist technologies, workflow automation, or contact center platforms preferred.
• Strong analytical, organizational, and verbal and written communication skills.
• Experience with knowledge management platforms, Microsoft 365, SharePoint, Agile framework, and reporting tools.
• Familiarity with AI-enabled content optimization, search performance, and knowledge governance practices preferred.

Success Measures

• Adoption and effectiveness of Cresta Agent Assist capabilities.
• Knowledge base accuracy, usability, and search performance.
• Timely delivery of knowledge and AI enhancements.
• Agent satisfaction and operational efficiency improvements.
• Compliance with governance, audit, and content management standards.