Conduent Jobs

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 our Customer Engagement Center we handle B2B and B2C service and sales activities through different channels (chat, call, messaging, social media, and e-mail) in eight languages.

We have, together with our client, implemented a virtual assistant, that supports the customer journey by providing bot-enabled interactions in voice and chat channels.

You will monitor, guide and improve the responses from the conversational bots and automated systems along the customer journey.

Your role is to improve the platform, 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 conversational bot.

Your responsibilities will include:

• Be the single point of contact (SPOC) for content in the conversational bot: analyze, review, modify and improve the content in a lean way and with hands-on mentality,

• Execute functional tests and coordinate User Acceptance Testing (UAT) with the client for new and adjusted content as well as dialog flows,

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

• Driving and owning the bot improvement cycle with client, internal stakeholders, and IT suppliers

• Providing input to improve knowledge management and quality monitoring

• Reporting and presenting the bot performance to internal and external stakeholders

• Maintenance & Monitoring process:

• Improve answer recognition (Safety net hits, false positives, confusion test, keyword review)

• Analyze and aggregate feedback provided by customers & employees

• Investigate anomalies (content & technical)

• Monitor different channels

• Provide process documentation and ensure knowledge transfer between bot and operations,

• Building and maintaining relationships within the client organization and IT suppliers to effectively handle communications and escalations,

• Support Operations with insights, feedback and improvement strategies as requested,

• Support MI in analyzing and reporting on conversational bot performances.

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 desirable,

• 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 skills are essential, MS Power BI, ERP literacy (SAP) and CRM (Salesforce) are desirable,

• The ability to work outside of standard working hours, if required.

What we offer you:

• 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.

And did you know this about Conduent?

• 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’.

Join Conduent! We’ll welcome you into our team. Apply now!

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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.