CX AI Workflow Specialist

Job Summary

A company is looking for a CX AI Workflow Specialist to enhance the effectiveness and consistency of its CX AI initiatives.

Key Responsibilities

• Author and iterate AI Agent Operating Procedures to align with product, policy, and customer expectations
• Define quality standards and implement scalable QA frameworks for evaluating AI agent performance
• Collaborate with cross-functional teams to prioritize improvements and create documentation for AI agent usage

Qualifications

• 2-5 years in Customer Support, CX Ops, or a related AI/QA/process design role
• Experience with quality frameworks
• Experience with large language model (LLM) fine-tuning or prompt design
• Systems thinker with a focus on structure, process optimization, and tooling
• Familiarity with tools like Sidekick in Gladly, Fin in Intercom, Decagon, etc. is preferred