B2B Knowledge & AI Content Specialist

What's the role?

As the B2B Knowledge & AI Content Specialist, you will keep the B2B Knowledge Base accurate, current and easy to use, for frontline employees and for the AI assistants that answer their questions. You will define and document processes, procedures and policies, turn every release, launch and demo into job aids the operation can use right away, and structure content so AI tools can find and use it correctly.

How can you add value?

• Create and maintain Knowledge Base articles and job aids, updating existing content and creating new content on the go as releases, launches, offers and system defects happen.
• Translate demo calls, release notes and product changes into job aids, quick reference guides and FAQs the operation needs from go-live.
• Gather information to define and document processes, procedures and policies for review, approval and publication.
• Structure content for AI consumption: one source of truth per topic, clear titles and metadata, consistent formatting, and timely retirement of outdated content.
• Spend 12–15% of the time (up to 20% during the first 90 days) evaluating the quality of answers from our AI bots, such as Atlas in the sales tools and the Knowledge Bot connected to Salesforce Knowledge articles: review answers for knowledge gaps or errors, correct the source content and inform the AI & Automation Specialist of changes that require retraining.
• Use generative AI tools to draft, summarize, translate (Spanish and English) and check content, with human review before publication.
• Own internal communications for Liberty Business and the partners who serve our customers, including knowledge newsletters and defect alerts.
• Lead weekly calls with frontline teams to capture knowledge gaps, questions and feedback, with support from the Digital Learning Designer and the Microlearning & Media Content Creator when needed.
• Maintain system defect articles aligned with their status in Jira.
• Keep ICT solution content current in the Knowledge Base to help our teams prepare for ICT certification and sell ICT solutions.
• Track and report knowledge metrics such as article freshness, usage, search success and frontline feedback.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct, Privacy Policy and Liberty safety standards and procedures.
• Other functions may be assigned.

What do you need?

Education and or Experience:

Bachelor’s degree in Communications, Business, Industrial Engineering or a related field.

2–4 years of experience in knowledge management, technical writing, process documentation or customer operations.

Other qualifications:

• Fully bilingual (Spanish and English), with excellent plain-language writing in both.
• Experience with Salesforce Knowledge or a similar knowledge management platform.
• Experience using generative AI tools for writing, summarizing and translation.
• Process mapping skills; Lean or similar methodology preferred.
• Ability to work in a fast-paced environment with frequent changes.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.