This role is integral to optimizing customer interactions by enhancing both AI-enabled and human-assisted support. You will be responsible for configuring no-code AI workflows, meticulously monitoring their performance, and analyzing customer interaction data. Your insights will be crucial for driving continuous improvements, boosting operational efficiency, and ultimately fostering positive customer outcomes within our contact center environment.

Key responsibilities include designing, building, and refining no-code AI agent journeys and conversation flows. You'll configure intents, prompts, and business rules, ensuring scalable content management without direct coding. Performance monitoring involves benchmarking AI agent success across various metrics and analyzing interaction logs to identify optimization opportunities. A significant part of the role is owning the end-to-end quality management framework for AI agents, defining standards, conducting systematic reviews, and developing QA scorecards. You will also translate quality findings into structured feedback for AI engineers and contribute to the evolution of self-improving AI systems through structured experimentation.

We are seeking individuals passionate about pioneering AI products, particularly in generative AI and agent-based systems. Proficiency in English, French, and Spanish (written and spoken) is required. A high ownership mindset, autonomy, and strong analytical problem-solving skills are essential. You must possess excellent communication abilities to convey findings to diverse stakeholders and manage multiple priorities effectively in a deadline-driven setting. A quality-first mindset with meticulous attention to detail is critical for consistent evaluation standards across high volumes of interactions. Experience in the feedback loop between quality evaluation and engineering execution is highly valued.