AI Agent Ops Specialist- Remote

AI Agent Ops Specialist
12 month contract
Remote
Pay Rate: $34.00 to $37.00 per hr.

We are seeking an AI Agent Specialist to support the development, optimization, and scaling of our AI-powered support experiences. In this role, you will help manage and evolve our customer-facing AI agents, including chatbots, voice bots, agent-assist AI tools, and support knowledge systems. Reporting to the senior manager of AI Support Enablement, you'll bridge strategy and execution, making sure AI solutions are well-integrated, high-performing, and continuously improved to better serve our customers and agents.

Responsibilities

• Maintain and enhance AI agent workflows to improve containment, resolution accuracy, and customer satisfaction
• Use platform data and tooling to investigate, test, and publish updates to the AI agent experience
• Collaborate with the content, operations, and engineering teams to support seamless, timely updates to the AI agent
• Partner with QA to review trends in AI agent performance and prioritize areas for optimization
• Support triage of system errors, misroutes, or broken intents and partner with engineering and vendor teams for resolution
• Help design and maintain tagging frameworks, content taxonomy, and operational SOPs for scalable quality control
• Track performance metrics and contribute to quarterly reviews with actionable insights and recommendations
• The work schedule will be Monday-Friday 830am-430pm MST

Qualifications

• Looking for candidates with 2-3 years of experience. An ideal candidate is someone who's worked with AI tech in a customer service environment.
• Strong experience in customer service operations, support content strategy, and AI-driven support
• Familiarity with trending AI technologies and applications in customer service
• Ability to synthesize customer feedback, operational data, and performance metrics into actionable recommendations
• Strong analytical skills and attention to detail
• Excellent communication and collaboration skills across cross-functional teams
• Proven ability to manage tasks independently while aligning with broader strategic goals
• Comfort working in a fast-paced, iterative environment with evolving AI technologies