About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We’re looking for a skilled and passionate AI Specialist to join our team and play a pivotal role in enhancing our operations. You'll be instrumental in optimizing our AI-powered bots, refining our knowledge base, and driving improvements in our AI prompt engineering for superior customer and agent experiences.
As an AI Specialist, You Will…
- Train, test, and fine-tune AI bots to improve their accuracy, understanding, and responsiveness.
- Identify and resolve common bot escalation points and areas for improvement through ongoing analysis of bot interactions.
- Collaborate with agents and supervisors to gather feedback and identify training gaps for the bots.
- Develop, update, and maintain comprehensive knowledge base articles to ensure accuracy, clarity, and ease of access for both bots and human agents.
- Work closely with subject matter experts to gather information and ensure the knowledge base reflects the latest policies, procedures, and product information.
- Implement strategies for continuous improvement of knowledge base content based on usage patterns and feedback.
- Design, develop, and refine AI prompts to enhance the quality and effectiveness of bot responses and agent assistance tools.
- Experiment with different prompt structures and techniques to optimize AI performance for various contact centre scenarios.
- Work with the QA team to integrate AI prompt quality metrics into existing contact centre QA rubrics.
- Analyze AI-generated responses and bot interactions against defined quality standards, identifying areas for improvement and providing actionable feedback.
- Contribute to the development and refinement of AI quality auditing processes and tools.
- Partner with AI/ML engineers, data scientists, contact centre operations, and QA teams to implement AI solutions and improve overall system performance.
- Communicate insights and recommendations effectively to both technical and non-technical stakeholders.
As an AI Specialist, You Need…
- Bachelor’s degree in computer science, Linguistics, Data Science, or a related field.
- Experience working in a contact centre environment or with contact centre technologies is a strong plus.
- Familiarity with prompt engineering techniques and their application in conversational AI.
- Strong understanding of knowledge management principles and experience in developing and maintaining knowledge bases.
- Excellent analytical skills with the ability to interpret data and identify trends to drive improvements.
- Exceptional communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly.
- Familiarity with AI quality assurance methodologies and auditing processes is a plus.
