Senior Writer, Conversational AI & Knowledge

The Senior Writer, Conversational AI & Knowledge role is responsible for optimizing and governing NRG’s conversational AI capabilities and customer support knowledge ecosystem. This position serves as the business owner for Cresta Agent Assist and the senior owner for maintaining the internal knowledge base to ensure accurate and actionable information for agents and AI solutions. The role partners across Operations, Technology, Analytics, and business teams to enhance agent performance, customer experience, and AI-enabled support capabilities.