Highlight Technologies, LLC

  • Chatbot Content Development Specialist

    Job Locations US-MD-Bethesda
    ID
    2020-1252
    Type
    Full-Time
  • About Highlight

    Know Way. Know How.

    For over ten years, Highlight has provided Development and Modernization, Secure IT and Mission Solutions for our federal government customers. We know the technology; we understand the way our customers and their stakeholders work; and we know how to implement industry best practices for development and services, delivering end-to-end solutions that minimize risk and maximize results.

    Overview

    Highlight is seeking an experienced Chatbot Content Development Specialist for the National Institutes of Health (NIH), Office of Extramural Research (OER), in Bethesda, MD. Work closely with an in-house technical team to develop chatbot content using Dialogflow to support and guide the research community to the appropriate NIH resources on program funding and grands administration.

     

    NIH seeks a professional who can take ownership of the chatbot – from conversational design to final copy. You must also have proven skills to analyze NIH OER information, the needs of the research community, and chatbot interactions to identify solutions for improving responses and satisfying customer needs.

    Responsibilities

    • Provide ownership/project management for the user experience (UX) and copy development for chatbot - shaping users experience, building their trust, and answering their questions as expeditiously as possible.
    • Architect clear, natural conversation flows with compelling, understandable copy to improve the simplicity, helpfulness, and ease of use of our chatbot and websites.
    • Drive continual content refinement and improvement through content experiments, user feedback, and analysis of performance metrics.
    • Collaborate with other content specialists, office leadership, and the technical developers to ensure the strongest product possible.
    • Analyze chatbot and help desk interactions to identify content development needs.
    • Write web content.
    • Monitor email box and develop responses to inquiries as required.

    Qualifications

    • U.S. Citizenship.
    • Public Trust eligibility.
    • 5+ years content strategy, UX design, writing, and/or conversational design experience.
    • Bachelor's Degree with coursework in writing, design, linguistics, psychology or human factors.
    • Strong content strategy, content development, copywriting, or information architecture experience; preferably with a focus on chatbot experiences.
    • Excellent copywriting skills - be able to write concise and digestible copy.
    • Understanding of NLP/NLU systems such as Google DialogFlow, IBM Watson Conversation, etc.
    • Solid understanding of user experience design principles and interaction patterns.
    • Strong analytical skills.
    • Organized self-starter, with high attention to detail and follow through.
    • Experience with NIH, other research agencies, or research environments a plus, but not required.

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