Hiring: Senior, Conversational AI & Knowledge Company: NRG Energy Location: Texas, United States Job Posted Time: 2026-09-03 10:28:05 Employment Type: Hybrid Target Skills & Keywords : Agile About the job Experience: •5+ years of experience in knowledge management, contact center operations, business analysis, process improvement, AI enablement, or related disciplines. Required Skills: •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 •Interface directly with a team of Knowledge Management Specialists. Qualifications: •Bachelor’s degree preferred. Equivalent experience will be considered. •In-depth knowledge of knowledge management, content governance, and customer support operations. •Strong analytical, organizational, and verbal and written communication skills. •Operational familiarity with AI-enabled content optimization, search performance, and knowledge governance practices preferred. •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. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!