Designated office:

Eastlink

6080 Young Street

Halifax, NS

This position is:

100% in office reporting to the designated office.

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

The Customer Technology department, a key part of Information Technology (IT), focuses on evaluating both potential and existing applications and software. Their primary goal is to implement technical solutions that enhance the customer experience while simultaneously delivering cost savings and value to the organization.

This position is accountable for the crafting and optimizing contact center Knowledge articles and procedural documentation specifically designed for AI consumption. This role involves creating clear, structured, and machine-readable documentation that AI systems can ingest, interpret, and utilize efficiently. As part of a wider team supporting the contact center, you will focus on AI-targeted content creation and ensure efficient interaction containment within the customer facing self-serve tools powered by AI.

Responsibilities:

• Review existing procedures and knowledge articles and translate that content into technical documentation tailored for AI Chat bots, ensuring proper structure, metadata, and semantic tagging.
• Review and audit the AI chat bot’s ability to interpret documentation, iterating and refining content for accuracy and efficiency.
• Write customer FAQs, and instructions, agent training guides, and other technical resources optimized for AI parsing and comprehension.
• Work business process and continuous improvement analysts to create and maintain new procedural content usable by AI
• Collaborate with AI developers and data engineers to understand AI processing requirements and adapt documentation accordingly.
• Maintain consistency in structure and terminology to ensure uniformity across machine-processed documents
• Design and implement documentation frameworks using machine-readable formats (e.g., JSON, XML, YAML) to enhance AI chat bot integration
• Research and adopt standards for AI-driven content consumption, including ontologies and knowledge graphs. And stay updated on advancements in AI and natural language processing (NLP) to improve documentation strategies.

Requirements:

• Diploma or undergraduate degree in Information Technology / Computer Science, Engineering Technologies, Sciences, or related field. Preferred graduate certificate in IT Programming for Artificial Intelligence (AI)
• Approximately 2 years of relevant experience with:
• Proficiency in markup languages and data formats (e.g., JSON, XML, YAML, Markdown).
• Strong understanding of API documentation and software development lifecycles.
• Familiarity with NLP concepts and AI training methodologies.
• Experience in technical writing, with a focus on AI-driven or machine-readable content
• Knowledge of contact center procedures would be an asset

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your careers started with us and stay with us, your journey begins here!