About the Role

We are seeking an AI Workflow & Experience Specialist to support the development and continuous improvement of AI-powered support experiences within our Customer Experience organization. This role focuses on executing and refining workflows within established frameworks to improve customer outcomes and operational efficiency.

You will work closely with the AI Support Experience & Tooling Manager, and cross-functional partners to implement AI journeys, resolve known gaps within our chat support experience, and support ongoing optimization efforts.

What You'll Do

Key Responsibilities
AI Workflow Execution & Configuration
Build and update AI workflows based on defined requirements and playbooks
Configure intents, routing, escalation paths, and API-driven logic within established guidelines
Support AI-to-human handoffs, ensuring required context is passed accurately
Apply tone, voice, and prompt guidelines to maintain consistent AI interactions
Implement fallback and recovery flows using best practices
Support improvements to AI-to-human handoffs using existing frameworks
Assist in enhancing agent experience through better data capture and workflow enhancements

Workflow Optimization & Quality Improvement
Execute workflow updates based on QA feedback, performance data, and identified issues
Review conversations and workflow performance to identify gaps or inconsistencies
Support testing (e.g., scenario testing, basic A/B testing) and monitor workflows post-launch
Troubleshoot workflow issues and implement fixes for known gaps (e.g., incorrect responses, routing errors)
Escalate complex issues or edge cases to Support Operations or senior team members

Cross-Functional Collaboration
Partner with Support Operations and Knowledge teams to gather inputs for workflow updates, and support ongoing workflow improvements
Assist in implementing changes related to new features, policies, or content updates
Align with manager on priorities, timelines, and deliverables

What We're Looking For

• 1–3 years of experience in Customer Support Operations, QA, Knowledge Management, CX tooling, or similar roles

• Hands-on experience with support platforms such as Zendesk or comparable systems

• Experience working with workflows, automations, or structured processes

• Strong attention to detail and ability to follow defined guidelines and playbooks

• Basic analytical skills with the ability to review data and identify clear issues or trends

• Ability to manage tasks independently within a defined scope

• Strong communication and collaboration skills across technical and non-technical teams

• Interest in AI, automation, and improving customer experience

Nice to Have

• Exposure to AI-powered support tools (e.g., Sierra, Forethought, or similar)

• Basic familiarity with APIs or working with structured data (e.g., JSON fields, response objects)

• Experience updating or maintaining low-code/no-code workflows

• Exposure to QA processes, conversation review, or content optimization

• Experience supporting testing efforts (e.g., A/B testing, scenario-based testing)

• Familiarity with fast-paced, high-growth tech or CX environments