AI Optimization Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Evaluate post-launch conversation data to uncover trends, identify drop-off points, and discover opportunities for improvement.

• Propose and execute optimizations aimed at enhancing intent recognition, boosting containment, and elevating user experience.

• Work in collaboration with AI subject matter experts, Implementation Managers, and Product teams to implement conversational updates.

• Perform A/B testing and conduct performance experiments on bot flows, prompts, and fallback handling strategies.

• Track key performance indicators (e.g., containment, escalation rates, satisfaction scores) and provide reports on AI bot performance.

• Contribute to the development of internal best practice libraries, tuning guides, and optimization playbooks.

• Facilitate ongoing customer education by sharing insights and usage trends.

⛳️ Requirements

• 1-2 years of experience with conversational AI platforms (voice/chat).

• Outstanding communication skills, both written and in customer interactions.

• Strong analytical abilities and experience in interpreting conversational data.

• Knowledge of conversational design principles and expertise in LLM Prompt Engineering and Automation.

• Experience with coding (Python) and Prompt Engineering.

• Capability to convert technical findings into clear, actionable recommendations.

• A relevant degree from a recognized university.

• Preferred experience with financial institutions or contact centers.

• Understanding of AI Voice-specific challenges (e.g., telephony routing, authentication, fallback behavior) is preferred.

• SQL or basic data querying/reporting experience is preferred.

🏝️ Benefits

• Customers are our North Star.

• No Fear - Tell the truth.

• Team of Owners.