Manager, Knowledge Management & Conversational AI

BETSOLBanashankari, BangalorePosted a month ago

Manager
Full time
8+ years
US hours shift

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About the role

BETSOL provides cloud-first digital transformation and data management products and services to enterprises. This role will improve chatbot self-service performance, knowledge content, governance, and analytics across support channels.

What you'll do

Own chatbot and virtual assistant performance and continuous improvement
Analyze conversation trends, abandonment patterns, and support drivers
Set knowledge content governance and lifecycle practices
Develop KPIs, dashboards, and executive performance reporting
Partner with technical teams and vendors on platform improvements

Skills

Must have

Knowledge management
Chatbot optimization
Conversational design
Content management
Information architecture
Customer experience
Customer support operations
Digital self-service
Knowledge analytics

Nice to have

Knowledge-centered service
Search optimization
Contact center metrics
Ai-assisted content management

Tools

Genesys cloud cx
Salesforce service cloud
Salesforce knowledge
Servicenow
Zendesk
Freshdesk
Intercom
Microsoft copilot studio
Power virtual agents
Drift

Who it's for

Education: Bachelor's degree
Degree: business, information systems, communications, customer experience, technical writing
Experience: 8+ years
Languages: english
Domain: enterprise it services