AI Enablement & Knowledge Specialist

Job Overview

The AI Enablement & Knowledge Specialist will lead Branch’s AI-first content strategy, ensuring all internal, external, and bot-specific content maintains accuracy, consistency, and is optimized for automation. This role will partner closely with SMEs, Project Associates, and the AI Systems & Automation Specialist to create, govern, and maintain a centralized AI knowledge base that powers automated resolutions across all support channels.

The ideal candidate is a content governance expert who understands both customer experience and AI optimization, with a proven ability to connect people, processes, and technology for maximum operational impact.

Responsibilities include, but are not limited to:

Content Governance & Standards

• Maintains and optimizes the AI knowledge base, ensuring content formats, tone, and metadata are consistent across departments alongside the CX operations teams

• Develop and enforce governance standards for AI-ready content

• Maintain centralized templates and tagging protocols for all SOPs, playbooks, and learning materials

Collaboration & Facilitation

• Partner with SMEs and Project Associates to guide content creation using AI-enabled tooling

• Support content production across all teams while remaining hands-on for bot-specific SOPs and playbooks

• Work with the AI Systems & Automation Specialist to ensure knowledge content is operationalized within AI solution and automated workflows

AI-First Content Strategy

• Lead the integration of AI into onboarding, SOP creation, and microlearning processes

• Work with AI Systems and Automation Specialist to review AI data for accuracy and accessibility

• Contribute with CX operations on the development of data points for AI solution conversations

Performance Management & Optimization

• Monitor AI resolution rates, flagging knowledge gaps and working with SMEs to close them

• Use analytics to measure content performance and trigger updates for low-performing or outdated material

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