AI Automation Specialist
Job Summary
Owning the day-to-day performance of AI and automation in customer support, the full-time AI Automation Specialist will monitor and improve workflows, enhance personalized customer interactions, and collaborate with engineering to expand custom AI capabilities in a remote setting.
Key responsibilities
- Manage the performance of AI and automation across Support and Claims, ensuring accuracy and effectiveness
- Monitor and analyze performance metrics, tuning prompts and workflows to enhance results
- Collaborate with Engineering on technical builds and improvements to AI capabilities
Required qualifications
- 3+ years of experience in building and improving AI-powered workflows and automation, preferably in customer service or operations
- Strong understanding of prompt design, workflow logic, and AI evaluation
- Experience with Zendesk AI or similar platforms, with familiarity in working with APIs and structured data
- Proven ability to diagnose performance issues and implement effective solutions
- Ability to work across technical and non-technical teams to translate operational needs into AI solutions
Complete Job Description
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