We bring first-class service across each market we support. As a thinking AI Content Writer & Strategist in Cainta, Philippines, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
- In this role, you will write, develop, and govern all chatbot content, crafting dynamic conversational scripts, knowledge articles, and FAQs and partner with our business leaders, UX, and technical engineering teams to ensure our bot delivers accurate, engaging answers that evolve through data-driven iteration.
·Develop and maintain clear, concise, and engaging technical documentation, tutorials, quick starts, and self-service guides with a focus on data, company-approved tools, and governance practices.
·Partner with SMEs and AI/data teams to translate technical concepts into self-service knowledge assets tailored for a broad employee audience.
·Design and deliver micro-learning content (e.g., short videos, guided walk-throughs, just-in-time learning modules).
·Create video scripts, voiceover content, and collaborate with creative teams to produce engaging training media.
·Help build and scale an internal knowledge base that supports learning, discovery, and application of tools/processes.
·Ensure all content promotes data literacy, proper data usage, and adherence to governance framework.
·User analytics and AI insights to continuously improve content based on usage, search queries, and feedback.
·Advocate for user experience and clarity, ensuring content serves both technical and non-technical audiences.
·Lead or contribute to internal content and learning initiatives, workshops, or documentation office hours. Assesses the audience’s needs for whom the technical and procedural documentation is intended; adjusts tone and technical terms used to meet those needs and to ensure understanding.
·Collaborate with stakeholders to gather requirements, prioritize chatbot use cases, and validate content accuracy and tone.
·Conduct regular content audits—identifying outdated or missing topics—and lead continuous content refresh cycles.
·Stay current on conversational AI best practices, tooling capabilities, and emerging content design techniques.
·Monitor chatbot performance metrics (deflection rate, resolution time, user satisfaction) and iterate written content to close gaps.
·Performs other related duties as assigned.
What You Bring to the Role
·Bachelor’s degree in Technical Communication, Computer Science, Instructional Design, Technical Writing, or related field or equivalent practical experience required
·Three years of experience in content strategy and technical writing, with strong samples of multi-functional chatbot or self-service content
·Strong understanding of AI/ML concepts, data governance, and data lifecycle best practices
·Experience designing and creating learning content, including micro-learning, videos, or in-product tutorials
·Proven ability to teach complex technical concepts to a non-technical audience through documentation or training materials
·Proficiency with tools like Microsoft 365 Office tools, SharePoint, Teams, Clipchamp, Rise Articulate, and other content management and collaboration systems
·Familiarity with AI/LLM-assisted writing tools and prompt engineering a plus
·Comfortable operating in a fast-paced, cross-functional environments
·Self-starter & analytical mindset, eager to learn, team, and lead by doing
·Strong written and verbal communications and experience working with content in multiple mediums.
·Strong experience owning an end-to-end documentation creation process.
·Excellent attention to detail and the ability to prioritize and work on multiple projects in a fast-paced, changing environment
·A learners mindset, entrepreneurial drive, child’s curiosity, willingness to jump in and tackle new challenges
What You Can Expect
- Competitive Pay Rate
- HMO Benefit
- Paid Time Off
- Tuition Reimbursement
- Employee Assistance Program
- Employee Discount Program
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
A Bit More About Your Role
- Experience with knowledge management systems or AI-driven search and discovery platforms
- Instructional design or adult learning certification
- Video creation and editing skills
- Familiarity with enterprise data platforms, analytics tools, or BI platforms
- Experience driving content governance strategy within an enterprise environment
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe and play by them every day. As a Percepta team member, you can expect:
Culture of Service - to be treated like you are the customer from day one
Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect– a team that is accountable, dependable and gives you their full attention
Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth - lots of learning opportunities for aspiring minds
Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
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