Responsibilities

• Build and maintain performance dashboards for AI programs using tools like Zendesk Explore or Looker
• Identify AI failure modes including hallucination, model drift, and intent gaps
• Own the incident response process for AI quality issues and drive resolutions
• Serve as primary administrator for AI tooling such as VoiceAI and Zendesk AI agents
• Maintain optimization backlogs and drive post-launch iterations
• Manage the AI program documentation library including runbooks and QA procedures
• Partner with CX AI & Automation Manager to establish performance baselines
• Build feedback loops from AI data to inform product and engineering decisions

Requirements

• Hands-on experience analyzing performance data from AI or automation tools
• Understanding of AI failure modes like hallucination and model drift
• Proficiency with data visualization tools such as Zendes...