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About the role
- GenAI Tuning Analyst responsible for AI performance in Contact Center. Collaborating across teams to optimize AI deployment and customer interaction quality.
Responsibilities
- Lead Reinforcement Learning from Human Feedback (RLHF) cycles.
- Review AI-generated outputs and 'grade' them based on accuracy, empathy, and adherence to compliance protocols.
- Define and track AI-specific KPIs, such as Hallucination Rate, Refusal Rate, and Intent Accuracy, alongside traditional metrics like First Contact Resolution (FCR).
- Implement and monitor safety filters to ensure the AI remains neutral, avoids prohibited topics, and protects PII (Personally Identifiable Information).
- Partner with Subject Matter Experts (SMEs) in Legal, Compliance, and Operations to translate business policy into technical model constraints.
- Iterate on complex system prompts to guide LLM behavior for specific contact center use cases (e.g., automated summaries, live chat responses, and knowledge base retrieval).
- Identify and curate high-quality 'golden datasets' from historical call transcripts and chat logs to be used for fine-tuning and few-shot prompting.
Requirements
- 2+ years in AI/NLP, Data Analysis, high-level Contact Center Operations.
- Analyzing Intent Accuracy to identify gaps in the AI’s natural language understanding (NLU/NLP).
- UAT Support: Experience assisting in User Acceptance Testing for new AI features or tool rollouts.
- Secondary experience in Quality Assurance is a plus.
- Proficiency in prompt engineering techniques (Chain-of-Thought, Few-Shot, Zero Shot).
- Basic understanding of LLM architectures (GPT-4, Claude, Llama).
- Exceptional written and verbal communication skills with an obsession over tone, grammar, and brand consistency.
- Ability to act as a bridge between technical teams and frontline operations.
- Moderate customer meetings to align with company direction on our AI tools.
Benefits
- Healthcare benefits
- 401K plan
- Paid company holidays
- Paid vacation
- Business casual work environment
- Annual performance based bonus program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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