Senior, Conversational AI & Knowledge

NRG Energy
Texas
Workplace: RemoteFull timeFunction: Data Science & Machine LearningExperience: 5+ yearsSkills: ["Analytical skills","Organizational skills","Verbal communication","Written communication"]

Own and govern NRG’s conversational AI and support knowledge ecosystem, serving as the business owner for Cresta Agent Assist. Optimize agent guidance, workflows, prompts, checklists, and knowledge recommendations; partner cross-functionally to launch AI-assisted use cases; and drive continuous improvement through monitoring, testing, and change management. Lead day-to-day governance and optimization of the support knowledge base with a team of Knowledge Management Specialists, ensuring accuracy, compliance, and strong retrieval performance for both agents and AI tools.

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FursaFursa
NRG Energy
NRG Energy
2 days ago

Senior, Conversational AI & Knowledge

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own and govern NRG’s conversational AI and support knowledge ecosystem, serving as the business owner for Cresta Agent Assist. Optimize agent guidance, workflows, prompts, checklists, and knowledge recommendations; partner cross-functionally to launch AI-assisted use cases; and drive continuous improvement through monitoring, testing, and change management. Lead day-to-day governance and optimization of the support knowledge base with a team of Knowledge Management Specialists, ensuring accuracy, compliance, and strong retrieval performance for both agents and AI tools.
Location: Texas
Workplace: Remote
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Serve as 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.
  • •Own the day-to-day governance and continuous improvement of the Customer Support Operations knowledge base, ensuring accuracy, compliance, and searchability.
  • •Oversee knowledge architecture, taxonomy, access governance, content standards, and lifecycle management, including integrations with internal systems and AI platforms.
  • •Use operational data and metrics to improve AI retrieval effectiveness, knowledge utilization, and agent experience; coordinate testing, deployment, and change management.

Key Requirements

  • •5+ years of experience in knowledge management, contact center operations, business analysis, process improvement, AI enablement, or related disciplines.
  • •Strong understanding of knowledge management, content governance, and customer support operations.
  • •Experience working cross-functionally and managing stakeholders.
  • •Experience with conversational AI and/or agent assist technologies, workflow automation, or contact center platforms (preferred).
  • •Experience with knowledge management platforms and tools including Microsoft 365 and SharePoint (plus reporting and Agile framework knowledge).
Experience:5+ years
Skills:Analytical skillsOrganizational skillsVerbal communicationWritten communication
Tech Stack:Cresta Agent AssistMicrosoft 365SharePointAgile framework

Company Brief

NRG Energy
NRG Energy is a large integrated power company that owns and operates a diverse fleet of power generation assets and provides retail electricity services, energy solutions, and distributed energy resources to residential and commercial customers.
Industry: Utilities
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Houston, United States
Founded: 1989
WebsiteLinkedIn