- Write, test, and iterate on prompts for AI-driven customer support across email, chat, and voice channels.
- Build and maintain knowledge base architecture for AI agents.
- Design conversation flows for autonomous issue resolution and intelligent routing to human agents.
- Tune AI responses for accuracy, tone, compliance, and resolution quality.
- Build evaluation frameworks and test suites to measure AI agent performance.
- Run structured evaluations to catch regressions, hallucinations, and edge cases.
- Monitor CX metrics (containment rate, CSAT, AHT, sentiment) to identify AI improvement areas.
- Manage and optimize Richpanel and Aircall configurations (workflows, routing rules, automation triggers).
- Work with Claude (via API, Projects, or Claude Code) to build and maintain AI support infrastructure.
- Partner with engineering on integrations connecting AI layer to CX platforms, internal tools, and data pipelines.
- Script and automate data extraction, reporting, and analysis workflows using Python.
- Analyze call transcripts, chat logs, and ticket data to identify recurring issues and automation opportunities.
- Translate CX insights into actionable system improvements.
- Document system architecture, prompt strategies, and operational playbooks.
PythonScriptingZendesk+1 more