Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

This is an exciting opportunity to join the customer service operations at the cutting edge of information technology and automation. Your expertise and contributions will impact the experience of thousands of premium brand clients.

In the Customer Engagement Center, where B2B and B2C service and sales activities take place through chat, call, messaging, social media, and e-mail in eight languages, you will monitor, guide and improve the responses from the conversational bots and automated systems. We have, together with our client, implemented a language interpretation model, a decision mechanism and content that can be offered to the client in a chat or during a voice interaction. Your role is to improve these systems, by understanding the technology, providing input from the end-user perspective and signal opportunities to generate additional value in the content and configuration of the bot.

Your responsibilities will include:

• Improving the KPI’s from the contacts handled by the bot:

• Hit rate: The fraction of user inputs that can be matched with a content item.
• Helpfulness: The fraction of users who rates the bot’s help as useful.
• Net promotor score: The net fraction of both users that recommends the brand.

• Driving and owning the bot improvement cycle with client, internal stakeholders, and IT suppliers,
• Building and maintaining relationships within the client organization to effectively handle client communications and escalations if they occur,
• Providing input to improve knowledge management and quality monitoring,
• Reporting and presenting the bot performance to internal and external stakeholders,
• Support colleague supervisors occasionally during holidays or illness.

We are looking for candidates with:

• Advanced English language (C1)- the assessment of the English language is conducted by an external vendor. A very good knowledge of any of additional languages: French, German, Dutch, Spanish, Portuguese, Italian is a bonus,

• Strong analytical and/or data affinity or background,
• Experience or background in conversational bots and automated contact handling, preferably in a BPO environment,
• MS Office (Excel) skills are essential, ERP literacy (SAP) and CRM are desirable,
• The ability to cover night and/or weekend shifts for up to 1 week per month.

• A full-time contract,
• We pay an attractive salary and provide a bonus scheme,
• A remote work model (on-site attendance - approximately 2 days/month),
• On top of that we offer: life insurance, private medical healthcare, foreign language classes, personal sports card, flexible benefit platform, referral program that will allow you to earn extra bonus,
• From your first day you’ll have access to development programs and world-class training opportunities for your personal requirement to develop yourself.

• This year we were certified as a Most Loved Workplace®. The certification cites respect, collaboration, and a positive vision of the future (to name a few) as key drivers of the culture at Conduent.
• Our employees choose to build their careers at Conduent:
  • More than 25% of our associates have been with us for 5 years or more.
  • Through our management development programs about 70% of our Team Leader positions have been filled from our own associate talent pool.
• Surveys show that 75% of our associates agree with this; ‘I belong at Conduent’.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.