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

• Oversee the daily performance of AI and automation within Support and Claims.

• Track accuracy, identify failure patterns, and observe performance variations.

• Optimize prompts and workflows to enhance results.

• Develop and maintain evaluations, including test cases, golden datasets, and regression checks.

• Conduct testing of changes prior to production with Claims and Support subject matter experts (SMEs).

• Redesign generic channel bots to utilize live APIs for personalized interactions.

• Monitor and report on automation rates, accuracy, escalations, and customer satisfaction (BSAT).

• Enhance Zendesk routing, triggers, macros, agent assistance, and associated workflows.

• Collaborate with Engineering on more complex technical builds.

• Broaden custom AI capabilities and elevate customer experience in terms of speed, accuracy, and quality.

• Minimum of 3 years of practical experience in developing and refining AI-driven workflows and automation.

• Solid grasp of prompt design, workflow logic, AI evaluation, and failure analysis.

• Proficient in structured testing or quality review processes.

• Significant experience with Zendesk AI or a similar service platform.

• Comfortable working with APIs and structured data.

• Coding skills are advantageous but not mandatory.

• Strong diagnostic judgment and capability for root-cause analysis.

• Ability to collaborate effectively across technical and non-technical teams.

• Excellent instincts for customer communication.

• Dedication to keeping abreast of emerging AI tools, techniques, and applications.

• Must be located in the United States; preference for Eastern Time zone.

• Equity opportunities.

• Comprehensive health, vision, and dental insurance.

• Health Savings Account (HSA) / Flexible Spending Account (FSA).

• 401(k) retirement savings plan with employer matching.

• Unlimited paid time off.

• Annual company-recognized holidays.

• Additional company-wide recharge days off.

• 12 weeks of parental leave for eligible employees.

• Company-sponsored Wagmo pet wellness and insurance plans.

• Annual fully-paid company-wide retreat.

• Flexibility and autonomy in the workplace.

AI Specialist

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