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Job: AI/Chatbots Knowledge Engineer

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Posted: 04/16/2018

Job Reference #: 0219T

Job Type: Engineering/Architecture

Keywords: engineer,

Jobing Description


TTEC (formerly TeleTech) is seeking a Knowledge Engineer to join our Technology Services team.   This is a telecommuting opportunity with travel requirements.  


Why choose TTEC (formerly TeleTech) to enhance and broaden your career?  We are just as passionate about providing ideal solutions to solving our client's business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are.  Whether you're the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!  



What we are looking for: 

We are looking for an innovative and creative KnowledgeEngineer to assist in the build out of Intelligent Virtual Assistants (IVA) -aka chatbots leveraging Artificial Intelligence (AI)). As a Knowledge Engineer,you will be responsible for decomposing and optimizing the knowledgebasecontent (including call and chat logs) to ensure maximum consumability by anIVA, efficiency, and accuracy. By partnering with our Consultants and ConversationalDesigners, you will organize process flows and establish variables to linkcontent and data correctly together.  Withthe customer journey and experience at the forefront of everything you do,you'll help engineer IVA interactions that resemble person-to-person dialogue.


What you'll be doing: 

·        Develop, document, maintain, and continuallyimprove the knowledge base structure, taxonomy, and organization of content

·        Participate in consultation with our clients toestablish business objectives for content projects

·        Partner with conversational UI designers to shapeand structure the data in a way that will address the questions and problemspresented to the bot with accuracy and efficiency

·        Analyze individual parts of an overall project anddevelop a holistic view on how to link all the content and data together.

·        Conduct testing and ongoing monitoring toensure the utility of the knowledge base and broader IVA training platform deliversthe desired outcomes.  Apply anynecessary changes to enhance the end user experience.

·        Collaborate with AI technical, consulting, andknowledge teams to develop a solution that exceeds customer expectations


What skills you'll need:

Motivation, Passion, Integrity.  Those are just someof the attributes valued at Ttec.  Of course, there are some otherrequirements too.  These include:

·        5 Years in programming, technical writing, content management, and/or systems andapplications engineering

·        Expertisein several computer programming languages

·        Experienceor knowledge of artificial intelligence, speech recognition technologies, ormachine learning

·        Experiencewith speech recognition and CLP/NLU/NLG systems a plus

·        Multi-tasking,problem solving, communication and logical reasoning skills

·        Excellentcommunication skills

·        Experiencein working with cross-functional teams

  • ·        MinimumBachelor's level degree computer applications, software engineering, or aclosely related field required; Master's degree preferred
  • Experience developing Ontology frameworks  tosupport the design of modularized and structured content using an object basedapproach


Who We Are:


TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments-Consulting, Technology, Care and Growth-to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.



Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services.  


Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately




Notice to external Recruiters and Recruitment Agencies: TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).



Employment Requirements: TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.



Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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