Hybrid Senior Conversational AI & Knowledge Lead

NRG Energy; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid schedule

Job summary

NRG Energy is seeking a Senior Writer, Conversational AI & Knowledge to optimize and govern Cresta Agent Assist and our internal knowledge base. You will partner with Operations, Technology, Analytics, Learning Enablement, and business teams to boost agent performance and AI-enabled support capabilities.

You will lead knowledge management operations, governance, taxonomy, and integrations with internal systems and AI platforms while ensuring accuracy, compliance, and accessibility for humans and

Qualifications

• Bachelor's degree or equivalent required.
• 5+ years in knowledge management, contact center operations, or related fields.
• Experience with AI-enabled tools and knowledge content governance preferred.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Own the day-to-day operation, governance, and continuous improvement of the knowledge base.
• Oversee knowledge architecture, taxonomy, access governance, and lifecycle management.
• Collaborate with SMEs and business teams to create and improve articles, procedures, scripts, FAQs, and support content.
• Ensure content remains accurate, compliant, searchable, and optimized for agents and AI tools.

Skills

Knowledge Mgmt

AI Enablement

Stakeholder Mgmt

Cross-functional

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

SharePoint

Agile

Reporting tools

Job description

NRG Energy is seeking a Senior Writer, Conversational AI & Knowledge to optimize and govern Cresta Agent Assist and our internal knowledge base. You will partner with Operations, Technology, Analytics, Learning Enablement, and business teams to boost agent performance and AI-enabled support capabilities.

You will lead knowledge management operations, governance, taxonomy, and integrations with internal systems and AI platforms while ensuring accuracy, compliance, and accessibility for humans and