NRG Energy

Senior, Conversational AI & Knowledge

NRG Energy$110K — $130K *
US-AnywhereRemote in Texas, US
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree preferred, equivalent experience considered.
  • 5+ years in knowledge management, contact center operations, or related fields.
  • Proven cross-functional collaboration and stakeholder management skills.
  • Strong grasp of knowledge governance and customer support operations.
  • Experience with conversational AI and agent assist technologies is preferred.
  • Excellent analytical, organizational, and communication skills (verbal and written).
  • Familiarity with knowledge management platforms and Agile methodology.

Responsibilities

  • Serve as business owner and administrator for Cresta Agent Assist in the TX Region.
  • Design and optimize guidance workflows, coaching prompts, and knowledge recommendations.
  • Partner with stakeholders to introduce AI-assisted use cases enhancing customer outcomes.
  • Monitor and drive improvements in conversational AI adoption and performance.
  • Coordinate testing and deployment activities for AI-enabled solutions.
  • Oversee daily operation and governance of the knowledge base.
  • Collaborate with teams to develop and improve customer support content.

Benefits

  • Collaborative work environment with cross-functional teams.
  • Opportunities for continuous learning and professional development.
  • Engagement with cutting-edge AI technology and workflows.
  • Focus on improving customer experience and agent performance.
  • Support for compliance with legal and operational standards.
Full Job Description
Position Summary

The Senior Writer, Conversational AI & Knowledge role, is responsible for the optimization, and governance of both NRG's conversational AI capabilities and Customer Support Operations knowledge ecosystem. This position serves as the business owner for Cresta Agent Assist and the senior owner for maintaining the organization's internal knowledge base, ensuring agents and AI solutions have access to accurate, governed, and actionable information.

The role partners across Operations, Technology, Analytics, Learning Enablement, and business teams to improve agent performance, customer experience, knowledge effectiveness, and AI-enabled support capabilities. Responsibilities reflect both knowledge management and AI orchestration functions.

Key Responsibilities

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
  • Work with a team of Knowledge Management Specialists.
  • Own the day-to-day operation, governance, and continuous improvement of the Customer Support Operations knowledge base.
  • Ensure knowledge content remains accurate, compliant, searchable, and optimized for both human agents and AI-powered tools.
  • Oversee knowledge architecture, taxonomy, access governance, content standards, and lifecycle management.
  • Assist with knowledge base integrations and connections to internal systems, support tools, and AI platforms.
  • Partner with SMEs and business teams to create, maintain, and improve articles, procedures, scripts, FAQs, agent communications, and other support content.


Analytics & Continuous Improvement
  • Use operational data, agent feedback, and content performance metrics to identify improvement opportunities.
  • Improve search accuracy, knowledge utilization, AI retrieval effectiveness, and overall agent experience in regards to Cresta and the knowledge base.
  • Ensure knowledge content and AI guidance align with legal, regulatory, audit, and operational requirements.


Qualifications
  • Bachelor's degree preferred. Equivalent experience will be considered.
  • 5+ years of experience in knowledge management, contact center operations, business analysis, process improvement, AI enablement, or related disciplines.
  • Experience working cross-functional initiatives and managing stakeholders.
  • Strong understanding of knowledge management, content governance, and customer support operations.
  • Experience with conversational AI, agent assist technologies, workflow automation, or contact center platforms preferred.
  • Strong analytical, organizational, and verbal and written communication skills.
  • Experience with knowledge management platforms, Microsoft 365, SharePoint, Agile framework, and reporting tools.
  • Familiarity with AI-enabled content optimization, search performance, and knowledge governance practices preferred.


Success Measures
  • 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.


Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.

About NRG Energy

NRG is at the forefront of changing how people think about and use energy. Whether as the largest solar power developer in the country or by giving customers the latest tools to better manage their energy use, NRG is a pioneer in developing smarter energy choices. Our diverse power generating facilities have a capacity of about 52,000 megawatts, capable of supporting almost 42 million homes. Our retail electricity providers — Reliant and Energy Plus — and thermal energy division serve nearly 3 million residential, business, commercial and industrial customers. A Fortune 250 company, NRG supports clean energy resources and technologies critical to our transition to a sustainable, low carbon society. We built the nation's first privately-funded electric vehicle charging infrastructure and continue to create new, clean energy solutions for our customers. In addition to our environmental efforts, we actively contribute to the local communities where NRG employees live and work. Since 2004, our Global Giving program has provided millions of dollars to organizations and charities that have a direct impact on the lives of the people in our communities, including food banks and those that foster self-sufficiency, improve housing and provide supplemental education to people in need. NRG has also organized special responses for victims of extreme catastrophe, such as the Haitian earthquake and the Japanese tsunami in 2010. Employee donations were tripled to maximize the contributions. NRG has won numerous awards for industry leadership and many of its nationwide econrg initiatives, which are targeted toward meeting the challenges of climate change, clean air and natural resources protection.

NRG Energy Careers

Join the vibrant team at NRG Energy, a leader in the power and energy sector, and contribute to a sustainable future while advancing your career. At NRG Energy, we are committed to innovation, leadership, and diversity, ensuring a dynamic workplace where growth and opportunity are at the forefront.

Work You’ll Do

At NRG Energy, you’ll engage in meaningful work that powers communities and fosters environmental stewardship. Our team of professionals is dedicated to leading the energy sector through cutting-edge innovation and sustainable practices. By joining us, you help shape the future of energy, leveraging your skills to make a significant impact.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, NRG Energy offers a range of job opportunities and internships that will harness your potential and polish your skills. Our positions span from technical roles in energy management to leadership tracks in corporate functions. Each role is crucial in driving our mission of a sustainable energy future.

Career Development and Benefits

NRG Energy is deeply invested in the professional growth of its employees. We offer robust career development programs, including leadership training, professional networking opportunities, and diversity training. Our benefits package is designed to support the well-being and financial security of our team members and their families, promoting a healthy work-life balance.

Culture of Innovation and Diversity

Our company culture celebrates diversity, encourages innovation, and fosters a collaborative environment. At NRG Energy, you’ll work alongside a diverse team of experts, each bringing unique perspectives that drive our success. We believe that inclusive teamwork and innovative thinking are the keys to our continued growth and leadership in the energy sector.

Join Our Team

Embark on a rewarding career path at NRG Energy by exploring our current hiring opportunities. Tailor your job search to match your career aspirations and skills. Prepare your resume, ace the interview, and join a team that’s committed to making a difference.

Stay Connected

Keep up to date with the latest from NRG Energy: - **Career Insights**: Gain industry-leading insights and read about the latest trends in the energy sector on our careers blog. - **Job Alert Emails**: Customize your subscription to receive job alerts and insider tips that align with your career preferences. At NRG Energy, your career is more than a job—it’s a journey of growth, learning, and leadership. Join us in powering the world’s energy future while building a promising career for yourself. Explore opportunities, embrace our culture, and be part of our mission to lead the energy transition.

Search NRG Energy Jobs

Discover the exciting and rewarding opportunities waiting for you at NRG Energy. Your future starts here!
Learn more about NRG Energy
Size
6,635 employees
Market Cap
$7.4 billion
Industry
Net Income
$510 million
Founded
1989
5 Year Trend
+24.8%
Revenue
$9 billion
NASDAQ

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