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Content Specialist
Ref No.: 18-14863
Location: Roseland, New Jersey
 Assists in the development and implementation of content on a chat bot. Will involve reading each of the interactions between the user and the chat bot to identify areas of improvement. 

The Digital Content Specialist  role provides a terrific entry point into ADP for an individual interested in digital servicing.     
 
In this position, you will be responsible for assisting ADP in launching a new technology to assist its customers – an online chatbot.  The chatbot, which will greet ADP customers on adp.com, will use artificial intelligence (AI) to interact with customers and resolve service issues.  The Digital Content Specialist role is designed to help "teach” the chatbot how to answer questions and resolve issues correctly.  The individuals in this role will read transcripts of the dialog between customers and the chatbot and determine the accuracy of the bot's responses, as well as recommend changes to the bot's responses.  The chatbot's programmers will rely on input from the Digital Content Specialists to program the chatbot to respond more accurately.  The Digital Content Specialists will be trained and receive ongoing coaching from service experts.  The Digital Content Specialists will also maintain a "playbook” of responses that can be used by others, and eventually begin to write content to solve new service issues, as the chatbot's role expands.
Will service as back up to Social Media Services

Should have Visio experience.
Experience with machine learning required
Must be able to interface the platform to program/enter data
Experience integrating APIs through working with result/data sets
Experience with process flows and the creation/updates of them 
Professional writing and documentation
Experienced in a wide variety of apps including social media and mobile


Works under immediate supervision. Reports to a supervisor or manager.

Passionate about quality work, engaged, solid communicator, thrives in a fast paced self managed environment

REQUIRED SKILL SETS:

Content Writing
Customer Support
Process Flow Creation
Problem Resolution
Tracking Progress of User Specific Product Improvements
Quality Assurance of Content
Dialog Flow Improvement