Remote AI Service Experience Designer

CNX; United States; À distance; USD 92 000 - 120 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Résumé du poste

Concentrix is seeking an AI Service Experience Analyst to shape and refine AI-enabled service experiences that are intuitive, accurate, compliant, and aligned to business outcomes.

This role owns the business design of AI journeys, prompts, agent instructions, knowledge readiness, testing methods, and performance feedback loops—partnering with AI Engineers, product, technology, operations, and governance to bring scalable AI solutions to life.

Qualifications

• Experience designing or improving AI-enabled service experiences, conversational flows, user journeys, knowledge assistants, AI agents, or generative AI interactions.
• Strong understanding of prompt design, agent instructions, interaction patterns, knowledge retrieval, and AI response evaluation.
• Experience working with knowledge base content, procedures, scripts, job aids, or source materials to improve accuracy, consistency, usability, and AI readiness.

Responsabilités

• Own the business setup and ongoing refinement of AI-enabled service experiences, including experience objectives, user journeys, conversational flows, agent instructions, escalation paths, and desired outcomes.
• Design, test, and optimize prompts, agent instructions, and interaction patterns for generative AI tools, AI agents, knowledge assistants, and other AI-enabled service solutions.
• Assess, structure, modify, and maintain knowledge base content, procedures, job aids, scripts, and source materials to improve AI readiness, retrieval quality, response accuracy, and consistency.
• Provide business oversight of AI agents by monitoring performance, reviewing outputs, identifying gaps or risks, validating behavior against business expectations, and recommending corrective actions.
• Define business requirements, test scenarios, acceptance criteria, quality standards, and success measures for AI-enabled service experiences and agent performance.

Connaissances

AI service design

Prompt design

Knowledge retrieval

Cross-functional collaboration

Testing & QA

Documentation

Description du poste

Concentrix is seeking an AI Service Experience Analyst to shape and refine AI-enabled service experiences that are intuitive, accurate, compliant, and aligned to business outcomes.

This role owns the business design of AI journeys, prompts, agent instructions, knowledge readiness, testing methods, and performance feedback loops—partnering with AI Engineers, product, technology, operations, and governance to bring scalable AI solutions to life.