AI Support Automation Lead – Self-Service Deflection

Bullhorn; Oklahoma City (OK); On-site; USD 128,000 - 173,000; Full time

Benefits offered by this job

Unlimited Planned Paid Time Off

Global Mental Health Support

On-Demand Learning & Development

Quarterly paid volunteer days

Lucrative Employee Referral Program

Company-wide mentor program

Job summary

Bullhorn is seeking a builder to own Sophia, our customer-facing self-service AI agent, built on Salesforce Agentforce. You will tune prompts, governance, guardrails, and measure-and-improve cadences to scale self-service while preserving excellent CX.

From configuration to performance, you’ll own case deflection targets, monitoring, QA, and escalation policies, collaborating with Support Operations, CX Data & Analytics, Enablement, and platform partners, with executive updates on performance.

Qualifications

• 4+ years in support operations, customer experience, conversational/AI design, or a self-service/deflection role at a SaaS or technology company, including hands-on ownership of a self-service or AI support capability.
• Hands-on experience configuring, deploying, and tuning conversational AI agents in production (Agentforce strongly preferred), including Agent Script.
• Prompt engineering experience: designing, testing, and iterating prompts to improve accuracy and behavior.
• Proven case deflection results using self-service AI tooling, with the ability to use data and conversation analysis to evolve self-service over time.
• Salesforce Service Cloud (case management) and Experience Cloud (customer portal) experience. Strong analytical skills, comfortable building dashboards/scorecards and translating metrics into recommendations.
• Excellent written communication, including executive-level summaries.
• Ability to operate as an individual contributor while influencing across functions, with product/project and change management experience.

Responsibilities

• End-to-end ownership of Sophia: configuration, prompting, performance, and success, including subagents, topics, actions, routing, escalation-to-case, and guardrails.
• Designing, testing, and iterating the prompts and instructions that drive the agent's behavior, tone, and accuracy, validated in sandbox with regression testing before every production release.
• Case deflection and containment targets: defining them, driving them, and reporting on them, while protecting CSAT.
• Production monitoring and QA: reviewing transcripts, tracking accuracy and drift, and catching regressions early.
• Guardrails, human-in-the-loop policies, and responsible-AI practices, with a rollback plan for every change.
• Connecting internal and external self-service, and representing Support's needs into Bullhorn's internal AI knowledge initiative.
• Partnering across Support Operations, CX Data & Analytics, Enablement, and platform/vendor contacts, and providing executive-level updates on self-service performance.

Skills

AI design

Prompt engineering

Case deflection

Analytics

Executive communication

Collaboration

Tools

Agentforce

Salesforce Service Cloud

Salesforce Experience Cloud

Job description

Bullhorn is seeking a builder to own Sophia, our customer-facing self-service AI agent, built on Salesforce Agentforce. You will tune prompts, governance, guardrails, and measure-and-improve cadences to scale self-service while preserving excellent CX.

From configuration to performance, you’ll own case deflection targets, monitoring, QA, and escalation policies, collaborating with Support Operations, CX Data & Analytics, Enablement, and platform partners, with executive updates on performance.