The opportunity
Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era.
What you'll do
Implementing prompt engineering best practices.
Ensuring the agent provides accurate, efficient, and on-brand support.
Managing the bot's tone and ethical guardrails to prevent hallucination and incorrect assumptions.
"Thinking bigger" to bring new, strategic ideas for leveraging the agentic: experience for maximum customer impact.
Own Conversational Quality & Tone: Act as the primary owner for the AI agent's output, managing the content, tone, and ethical guardrails to ensure responses are accurate, on-brand, and avoid inappropriate or incorrect assumptions and "hallucination."
Prompt Engineering & Training: Develop, test, and deploy advanced prompt engineering techniques, training materials, and conversational flows to enhance the AI agent's accuracy, intent recognition, and overall effectiveness.
What they're looking for
- Performance Analysis & Optimization: Proactively monitor and analyze AI agent performance metrics, including deflection rates, resolution rates, and customer satisfaction (CSAT) scores, translating data into actionable training and optimization plans.
- Gap Identification & Remediation: Review and categorize high-volume AI conversations to identify new customer intents, common misclassifications, and critical content gaps in the knowledge base that require remediation.
- Strategic Collaboration: Work closely with the Content, Knowledge, and Customer Experience teams to understand common customer issues and translate those insights into strategic AI training plans, focusing on high-ticket volume areas.
- Continuous Improvement: Maintain and update conversation scripts to reflect product and policy changes, and continuously identify and report on agent bugs, system gaps, and areas for potential escalation.
