CX AI Chatbot & Knowledge Manager

Were looking for a structured, tech-savvy CX Knowledge & AI Chatbot Manager to join the CX Delivery team.
This role sits at the intersection of AI chatbot operations, knowledge management, and CX delivery. Youll primarily own and optimize Support AI Agent (chatbot) and help strengthen the knowledge and content ecosystem that powers both AI and human support.
Were looking for someone with hands-on experience in chatbot management and knowledge systems - not just general CX experience. You should be comfortable working with chatbot flows, intents, and automation logic, as well as structured Help Center or Community content.
This is not a writing-heavy role. Its an enablement role focused on connecting knowledge sources, improving automation performance, and scaling self-service intelligently. In addition to chatbot and knowledge ownership, you may also contribute to broader CX Delivery initiatives such as workflow improvements, automation projects, and operational enhancements as business needs evolve.
AI & Chatbot Management (Primary Focus):
Configure, maintain, and optimize the AI chatbot (Zendesk AI Agent)
Manage chatbot instructions, use cases, workflows, intents, and data sources
Review conversations to identify gaps, fallback patterns, and improvement opportunities
Monitor performance metrics (deflection, customer experience, CSAT/BSAT, routing accuracy)
Ensure alignment between AI logic, tone of voice, and product updates
Knowledge / Content Governance (Primary Focus):
Maintain knowledge structure and taxonomy across Help Center, Community, and AI knowledge layers
Ensure synchronization between customer-facing content, agent knowledge, and chatbot use cases
Identify content gaps using ticket trends and AI insights
Collaborate with CX and Product enablement stakeholders to maintain accuracy and clarity
Continuous Improvement & CX Delivery Support:
Turn AI and support insights into structured improvements
Support automation and workflow optimization initiatives
Contribute to scalable CX Delivery project and various, team objectives, goals and tasks as needed
​Success Looks Like:
Chatbot experiences are accurate, well-maintained, and continuously improving
AI performance improves through structured knowledge alignment
Knowledge content is unified, searchable, and up to date
Automation reduces support load while maintaining strong customer experience
CX Delivery initiatives scale efficiently and predictably.