This role is pivotal in enhancing customer interactions by configuring no-code AI workflows. Responsibilities include monitoring AI performance and analyzing customer data to drive improvements in efficiency and customer satisfaction within a contact center.

Key focuses are the design and continuous evolution of AI agent journeys, ensuring seamless conversation flows and user experiences. Utilizing intuitive tools, you will configure intents, prompts, and business rules to enable scalable content management without direct coding, collaborating closely with stakeholders to translate requirements into effective agent experiences.

A critical aspect of this position involves meticulous performance monitoring and analytics. You will benchmark AI agent effectiveness across various journeys, applying simulation-driven insights to real-world scenarios. Analyzing interaction logs will identify optimization opportunities, feeding into continuous improvement cycles.

Furthermore, you will own the AI agent quality management framework. This includes defining quality standards, evaluation criteria, and scoring rubrics. Conducting systematic conversation reviews and audits will ensure accuracy, tone, compliance, and appropriate escalation handling, contributing to a robust QA scorecard.

Design, build, and refine no-code AI agent journeys and conversation flows. Configure intents, prompts, business rules, and escalation paths using intuitive tools. Monitor and analyze AI agent performance, including accuracy, containment, and user satisfaction. Analyze interaction logs to identify optimization opportunities and failure patterns. Own the end-to-end quality management framework for AI agents. Conduct systematic conversation reviews and audits of AI agent interactions. Develop and maintain a structured QA scorecard for AI agent interactions. Translate quality findings into structured feedback for AI Agent Engineers. Participate in regular feedback loops with engineering for prompt refinement and knowledge base updates. Test and validate AI agent behavior through structured experimentation.

A passion for AI products, particularly generative AI and agent-based systems. Proficiency in English, French, and Spanish, both written and spoken. High ownership mindset with the ability to operate autonomously and drive outcomes. Strong analytical and problem-solving skills, with the ability to interpret complex interaction data. Excellent verbal and written communication skills for technical and non-technical stakeholders. Ability to manage multiple priorities independently in a deadline-driven environment. Strong planning, organizational, and time-management skills. A quality-first mindset with meticulous attention to detail in reviewing AI agent outputs. Comfort operating in the feedback loop between quality evaluation and engineering execution.