AI Trainer

Навыки

Обязанности

• 01Own Conversational Quality & Tone: Act as the primary owner for the AI agent's output, managing the content, tone, and ethical guardrails to ensure responses are accurate, on-brand, and avoid inappropriate or incorrect assumptions and 'hallucination.'
• 02Prompt Engineering & Training: Develop, test, and deploy advanced prompt engineering techniques, training materials, and conversational flows to enhance the AI agent's accuracy, intent recognition, and overall effectiveness.
• 03Performance Analysis & Optimization: Proactively monitor and analyze AI agent performance metrics, including deflection rates, resolution rates, and customer satisfaction (CSAT) scores, translating data into actionable training and optimization plans.
• 04Gap Identification & Remediation: Review and categorize high-volume AI conversations to identify new customer intents, common misclassifications, and critical content gaps in the knowledge base that require remediation.
• 05Strategic Collaboration: Work closely with the Content, Knowledge, and Customer Experience teams to understand common customer issues and translate those insights into strategic AI training plans, focusing on high-ticket volume areas.
• 06Continuous Improvement: Maintain and update conversation scripts to reflect product and policy changes, and continuously identify and report on agent bugs, system gaps, and areas for potential escalation.
• 07Thought Leadership: Stay current with the latest trends and technologies in conversational AI, machine learning, and prompt engineering, bringing new ideas and strategic proposals to the table.

Требования

• 01Deep Conversational AI Experience: Proven experience in a role involving AI training, prompt engineering, Natural Language Processing (NLP), or conversational design, specifically for customer support or enterprise service systems.
• 02Analytical Rigor: Strong analytical skills with a proven ability to interpret large sets of conversational data and performance metrics to draw meaningful, actionable insights for AI training and system tuning.
• 03Platform Proficiency: Familiarity with major AI conversational platforms (e.g., Dialogflow, IBM Watson, Rasa, or similar enterprise-level tools).
• 04Technical Communication: Excellent written communication skills, with a keen eye for detail and the ability to write clear, concise, and helpful responses that maintain a professional tone.
• 05Ecosystem Understanding: Ability to understand the broader online customer support ecosystem, ensuring an integrated and seamless omnichannel experience when handing off between the bot and human agents.
• 06Strategic Mindset: A proactive, problem-solving approach with the ability to 'think bigger' and bring new, strategic ideas for leveraging the agentic experience for maximum customer impact.

Условия

• 01Annual base salary range for candidates located in Canada: $124,000 — $186,000 CAD
• 02Hybrid work model (#LI-Hybrid)
• 03Equity (where applicable), bonus, and benefits
• 04Health, dental, and vision insurance
• 05RRSP with a match
• 06Healthcare spending, telemedicine
• 07Paid leave (including PTO and parental leave)
• 08Immersive, in-person onboarding experience