Senior, Conversational AI & Knowledge

Direct Energy Business; Town of Texas (WI); Hybrid; USD 110,000 - 160,000; Full time

Job summary

NRG Energy seeks a Senior Writer for Conversational AI & Knowledge to optimize and govern our AI capabilities and Support Operations knowledge ecosystem. This role owns Cresta Agent Assist and leads maintenance of the internal knowledge base to ensure accuracy and actionable information for agents and AI tooling.

You will collaborate with stakeholders across the business to implement new AI-assisted use cases, drive content governance, and improve search and retrieval performance while ensuring

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 5+ years in knowledge management or related disciplines.
• Experience with cross-functional initiatives and stakeholder management.
• Strong knowledge of content governance and customer support operations.
• Familiarity with conversational AI and agent-assist technologies is a plus.

Responsibilities

• Own Cresta Agent Assist as the business owner and primary administrator.
• Govern and optimize the knowledge base for accuracy and accessibility.
• Collaborate with SMEs to create and maintain support content.
• Improve search, AI retrieval, and agent experience.
• Ensure compliance with governance, audit, and content management standards.

Skills

Knowledge management

Contact center operations

Business analysis

Process improvement

AI enablement

Cross-functional collaboration

Communication skills

Analytical thinking

Verbal and written communication

Education

Bachelor’s degree preferred

Tools

SharePoint

Microsoft 365

Agile framework

Reporting tools

Knowledge management platforms

Job description

Date: Aug 11, 2026

Location: VIRTUAL, TX, US, 00000

Company: NRG

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success—take the lead in shaping your career development, goals and future!

Position Summary

The Senior Writer, Conversational AI & Knowledge role, is responsible for the optimization, and governance of both NRG’s conversational AI capabilities and Customer Support Operations knowledge ecosystem. This position serves as the business owner for Cresta Agent Assist and the senior owner for maintaining the organization’s internal knowledge base, ensuring agents and AI solutions have access to accurate, governed, and actionable information.

Key Responsibilities

Conversational AI & Cresta Agent Assist

• Serve as the business owner and primary administrator for Cresta Agent Assist (TX Region).
• Design, implement, and optimize agent guidance, workflows, checklists, prompts, coaching cues, and knowledge recommendations.
• Partner with business stakeholders to identify and deploy new AI-assisted use cases that improve customer and agent outcomes.
• Monitor adoption, performance, and effectiveness of conversational AI capabilities and drive continuous improvement.
• Coordinate testing, user acceptance, deployment, and change management activities for AI-enabled solutions.

Knowledge Management Optimization

• Work with a team of Knowledge Management Specialists.
• Own the day‑to‑day operation, governance, and continuous improvement of the Customer Support Operations knowledge base.
• Ensure knowledge content remains accurate, compliant, searchable, and optimized for both human agents and AI-powered tools.
• Oversee knowledge architecture, taxonomy, access governance, content standards, and lifecycle management.
• Assist with knowledge base integrations and connections to internal systems, support tools, and AI platforms.
• Partner with SMEs and business teams to create, maintain, and improve articles, procedures, scripts, FAQs, agent communications, and other support content.

Analytics & Continuous Improvement

• Use operational data, agent feedback, and content performance metrics to identify improvement opportunities.
• Improve search accuracy, knowledge utilization, AI retrieval effectiveness, and overall agent experience in regards to Cresta and the knowledge base.
• Ensure knowledge content and AI guidance align with legal, regulatory, audit, and operational requirements.

Qualifications

• Bachelor’s degree preferred. Equivalent experience will be considered.
• 5+ years of experience in knowledge management, contact center operations, business analysis, process improvement, AI enablement, or related disciplines.
• Experience working cross‑functional initiatives and managing stakeholders.
• Strong understanding of knowledge management, content governance, and customer support operations.
• Experience with conversational AI, agent assist technologies, workflow automation, or contact center platforms preferred.
• Strong analytical, organizational, and verbal and written communication skills.
• Experience with knowledge management platforms, Microsoft 365, SharePoint, Agile framework, and reporting tools.
• Familiarity with AI‑enabled content optimization, search performance, and knowledge governance practices preferred.
• Hybrid Schedule

Success Measures

• Adoption and effectiveness of Cresta Agent Assist capabilities.
• Knowledge base accuracy, usability, and search performance.
• Timely delivery of knowledge and AI enhancements.
• Agent satisfaction and operational efficiency improvements.
• Compliance with governance, audit, and content management standards.

NRG Energy is committed to a drug and alcohol‑free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post‑accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.