AI Support Automation Lead for Self-Service Excellence

Bullhorn; United States; Remote; USD 135.000 - 165.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Vision

401(k) Matching

Unlimited PTO

Mental Health Support

Learning & Development

Volunteer Days

Employee Referral Program

Mentor Program

Zusammenfassung

Bullhorn is seeking a hands-on AI self-service expert to own Sophia, Bullhorn Support's customer-facing self-service AI agent built on Salesforce Agentforce. You will tune prompts, establish guardrails, and drive measurable case deflection while maintaining high CSAT.

Remote collaboration with cross-functional teams and executive updates will be routine. You will contribute to governance, monitoring, and responsible‑AI practices, with a focus on scale and performance.

Qualifikationen

• 4+ years in support operations, CX, or AI self-service in SaaS/tech.
• Hands-on experience configuring and tuning conversational AI agents in production.
• Prompt engineering to improve accuracy and behavior.
• Proven case deflection results using self-service AI tools.
• Experience with Salesforce Service Cloud and Experience Cloud.

Aufgaben

• Own Sophia end-to-end: configuration, prompts, performance, subagents, topics, actions, routing, escalation-to-case, guardrails.
• Design, test, and iterate prompts guiding agent behavior with regression testing.
• Define and track case deflection targets while protecting CSAT.
• Monitor production transcripts, track accuracy and drift, detect regressions early.
• Establish guardrails and human-in-the-loop policies with rollback plans.
• Collaborate with Support Ops, CX Analytics, Enablement, and vendors; provide executive updates.

Kenntnisse

Self-service AI design

Prompt engineering

AI agent tuning

Analytics & dashboards

Executive communication

Independent contributor

Tools

Agentforce

Salesforce Service Cloud

Experience Cloud

BI/Data visualization tools

Jobbeschreibung

Bullhorn is seeking a hands-on AI self-service expert to own Sophia, Bullhorn Support's customer-facing self-service AI agent built on Salesforce Agentforce. You will tune prompts, establish guardrails, and drive measurable case deflection while maintaining high CSAT.

Remote collaboration with cross-functional teams and executive updates will be routine. You will contribute to governance, monitoring, and responsible‑AI practices, with a focus on scale and performance.