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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Key Responsibilities:
Virtual Agent & Knowledge Management:
- Maintain and update virtual agent knowledge bases, intents, and conversation flows.
- Collaborate with subject‑matter experts to write and refine knowledge articles.
- Ensure content accuracy, readability, and alignment with organizational standards.
- Monitor agent performance and identify opportunities to improve coverage, routing, or automation.
Testing & Quality Assurance:
- Design and execute test plans for new intents, flows, and integrations.
- Perform regression testing for each release cycle.
- Validate logic, fallback behavior, and escalation paths.
- Track defects, document findings, and partner with developers for remediation.
Analytics & Reporting:
- Analyze interaction logs, deflections, resolution rates, and user satisfaction.
- Identify trends in user behavior and m...