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Role: Software Developer (Watson)
Location: Austin, TX
Duration: 12 mth+ contrcat
Visa: US Citizen or GC or GC EAD or TN Only
Are you interested in working with leading edge cognitive computing tools, including IBM's Watson technology? Your skill in analyzing process steps and documenting clear and concise paths for users to follow is a key role that will help us deliver cutting edge support desk solutions to improve employee productivity and satisfaction. The IBM CIO Support@IBM project team is using Watson cognitive capabilities to create Virtual Agents allowing employees to solve IT-related issues on their own. The Virtual Agents are delivered in text-based chat bots and a phone-based voice solution. These new tools use natural language processing to understand the text or speech provided by a user to identify an IT problem and then return a solution. The engagement of employees with these Virtual Agents is intended to reduce the volume of calls requiring human support desk agent involvement. We are looking for a dynamic writer to join our team of authors who can identify the workflow required to solve a broad set of IT support issues and then create engaging content to appear across our chat bot and phone-based support channels. Your content will help users confidently solve issues on their own without needing to contact a help advisor. In this role, you will continually review user feedback about the quality of the content and identify the necessary revisions to make over time.
The ideal candidate is a great communicator, creative, results driven, skilled at working with stakeholders, and passionate about writing user-friendly content.
RESPONSIBILITIES Identify IT support resolutions for common issues by reviewing existing content articles and reaching out to Content Owners and SMEs to articulate solutions Review historical search and help ticket data to understand the phrases that people use to ask for help regarding specific support issues Create content to describe the solution in a brief and concise format appropriate for display in multiple digital and phone based channels Map the phrases and keyword synonyms associated with specific support issues to the content solutions authored Map out the various paths users may follow to resolve their issue, accounting for edge cases and different user contexts (such as their operating system or geographical differences) in the required resolution steps Engage in chat bot conversations to validate task flows Craft test cases to ensure appropriate test coverage of the Watson solution Test the implementation of your content in test and production environments Document test issues and validate resolutions
Required Qualifications Bachelors Degree required in English, Communication, Technical Writing, or other related degree 2+ years experience in writing creative, simple, user-focused online content Firm grasp of English language Excellent communication and written skills Extreme attention to detail Comfortable asking questions and tracking down answers Ability to consider the end-to-end user experience of how content fits into an overall support experience and then write accordingly Ability to find the absolute shortest way to clearly communicate an idea Strong sense of initiative and follow-through Preferred Technical and Professional Experience: Experience with MS Excel Familiarity with chat bots or end user support applications Familiarity with content management systems (CMS) Experience with interpreting and iterating based on usability feedback and user research
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