Sensitivity Label: General
AI Agent Solution Specialist
Job Description
This role supports both AI-enabled and human-assisted customer interactions by configuring no-code AI workflows, monitoring performance, and analyzing customer interaction data to drive continuous improvement, operational efficiency, and positive customer outcomes within a contact center setting.
What You’ll Do
AI Agent Journey Design & Configuration
• Design, build, and continuously evolve no-code AI agent journeys, including conversation flows, decision logic, and end-to-end user experiences.
• Configure intents, prompts, business rules, and escalation paths using intuitive tools, enabling scalable content management without direct coding.
• Collaborate with product owners, engineers, and business stakeholders to translate requirements into scalable, no-code agent experiences.
• Ensure all agent journeys align with governance, security, and responsible AI practices across the agent development lifecycle.
Performance Monitoring & Analytics




• Monitor and benchmark AI agent performance across journeys (accuracy, containment, resolution rate, user satisfaction), applying simulation-driven thinking to real-world scenarios.
• Analyze interaction logs and journey analytics to identify drop-offs, failure patterns, and optimization prospects, feeding insights into continuous improvement loops.
• Design and maintain advanced search and query frameworks (speech and text, pattern-based logic) to enable automated analysis and topic identification in customer interactions.
• Build and maintain advanced speech and text queries (including pattern-based logic) to monitor both human and AI-assisted interactions.
• Generate actionable insights from interaction data and communicate findings to CX stakeholders, supporting data-driven decision making.
AI Agent Quality Management
• Own the end-to-end quality management framework for AI agents — defining quality standards, evaluation criteria, scoring rubrics

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