Senior Writer, Conversational AI

Position: Senior Writer, Conversational AI & Knowledge

Our client, in the energy & utilities industry, is seeking a Senior Writer of Conversational AI& Knowledge to join their team in Houston!

This is a direct hire, FTE role - option for contract to hire if preferred.

Location: downtown Houston (3-4 days per week in office)

Pay Range: $95k base salary + annual bonus + benefits & PTO

Senior Writer Conversational AI and Knowledge

Our client is seeking a writer who can make customer service processes clear for contact center agents and help deliver that guidance through both knowledge articles and real time AI assistance. The role sits within the knowledge and AI transformation work serving front office agents who handle customer calls, including service setup and billing questions.

What this person will do

• Write, revise, and maintain knowledge base articles that help agents find accurate answers and explain processes to customers.
• Understand agent workflows and customer conversation patterns; translate complex processes into practical guidance an agent can use during a call.
• Structure and refine knowledge so it can be retrieved and used effectively by AI enabled tools as the knowledge bases are integrated with those products.
• Use Cresta to configure real time agent assistance, including hints and checklists, their wording, conversation triggers, and when they appear.
• Partner with knowledge and AI transformation colleagues to test and improve how guidance is surfaced in searches and during live conversations.

Candidate profile

• Strong writing and editing skills, with the ability to explain processes clearly and accurately to a customer facing audience.
• Process oriented thinking and sound judgment about what information an agent needs at each point in a conversation.
• Ability to learn and configure an AI enabled agent assistance product; this is a tool and content configuration role, not an AI model development position.
• Comfort collaborating with operational teams and learning unfamiliar customer service processes.

Helpful experience

• Knowledge management or contact center content experience.
• Experience supporting a call center, contact center, high volume retail operation, service desk, or comparable customer service environment.
• Experience with Cresta or a similar conversational AI or agent assist platform.