Conversational AI & Knowledge Management Specialist

About the role

Versovate Labs is hiring a Conversational AI & Knowledge Management Specialist to own the agent-assist content, chatbot and voicebot scripts, and knowledge curation for a global client's contact-centre. You'll design the hierarchical service catalogue aligned to IVR selection, partner with the client's SMEs, and keep the knowledge base current as policies and processes evolve.

What you'll do

Design and maintain Salesforce Knowledge (article types, data categories, multilanguage)

Author chatbot and voicebot scripts - intents, slot filling, fallbacks, escalations

Build and refine the client's service catalogue aligned to IVR menus

Run KM performance loops: article ratings, search abandonment, agent feedback

Facilitate workshops with the client's subject-matter experts

What we're looking for

One of: Service Cloud Consultant (Knowledge focus), Salesforce AI Specialist, or Genesys Cloud Knowledge Management certification

4+ years total IT / CX design, with 3+ years in KM or chatbot design

Prior multi-language KM platform supporting 150+ contact-centre seats

Strong writing and editorial skills in English

B.E. / B.Tech / MCA / M.Sc. in Computer Science, IT or related discipline

Nice to have

Conversational Designer certification (Voiceflow, Salesforce Bot Builder, etc.)

Workshop facilitation experience with global enterprise clients

Strong English editorial skills; additional language fluency a plus