Conversational AI-Bot- Complete ownership of rolling out the Conversational AI Chatbot on the Support portal, internal salesforce, and product UI. - Identify and build workflows for the bot such as most common queries by the customers; case creation; view tickets and updates to the Salesforce environment. - Assign tasks to the team that will be working on optimizing/ implementing the bot. - Manage the project timelines and communicate to the leadership on a weekly basis. - Break down large complex tasks and assign them to the team. - Create discovery, UAT, and rollout plans for the projects- Create reports on the effectiveness of the system. - Create reports and processes for continuous improvement of the project. - Get customer feedback and internal feedback to incorporate in the product. - Create a roadmap for the support bot and identify and get exec approval for the workflows where it can be incorporated. For example, product-UI; Support portal; Internal Salesforce; SlackSupport Portal Revamp: - Manage team, budget, and timelines of the support portal project- Identify the workflows that need to be optimized and revamped. - Identify and integrate Google Tag Manager tags for analytics to track user behavior. - Manage timelines with Salesforce development and UX team. Knowledge Management People, Tools, and Processes: - Build and groom a team of knowledge analysts and assign tasks to them. - Build processes to get work in the form of JIRA tickets from ENG/ Support teams and ad-hoc requests.- Build and rollout process to address feedback from internal users/ customers in Salesforce. - Build and rollout processes for creating/ managing/ publishing knowledge base articles. - Build tools to sync knowledge base articles from Salesforce to Confluence and partner portals. - Build a process to create deflectable knowledge base articles from the search data. - Build dashboards on the KPIs of the knowledge team in Salesforce and Tableau.

Job responsibilities include:- Strategizing and designing overall product assistance deliverables (documentation, in-app help, etc.)- Developmental editing of help content for a better end user experience- Developing client websites using Sharepoint- Developing and editing Knowledge base in ServiceNow- Developing standards and Conventions for Knowledgebase and User Guides.- Conducting trainings for Engineers to streamline content- Define processes for each aspect of documentation: Documenting; editing; Knowledge management; Content management- Working on Graphics enhancement in product documentation- Participating in DITA testing- Participating in Customer Engagement activities- Providing UI suggestions for better user experience- Adhering to Task Orientation- Reviewing and suggesting User Interface texts- Suggesting overall product development- Writing guides such as:Admin guideUser guideDeveloper’s guideInstallation guideSecurity guideSizing guide

- Worked for updating and editing knowledge base- Worked for conducting training’s for TSEs- Responsible for managing and updating the standards for documentation- Maintaining the quality of the knowledge base- Devising new ways to ensure search ability of the knowledge base