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
Train, test, and evaluate AI-powered assistants, chatbots, and agentic AI: solutions to ensure accurate and reliable employee experiences.
Design and optimize prompts, conversational flows, intents, responses, and: training scenarios across enterprise support platforms.
Evaluate AI outputs for accuracy, relevance, completeness, tone, and: consistency while identifying and mitigating hallucinations, response gaps, or misinformation.
Monitor and analyze AI performance metrics such as containment, resolution,: user satisfaction, engagement, and escalation rates; identify trends, emerging intents, knowledge gaps, and opportunities for automation from conversational data.
Apply ServiceNow knowledge to translate complex business processes into: intuitive conversational scenarios, training data, and evaluation criteria; collaborate with ServiceNow administrators, developers, analysts, and business stakeholders to identify automation opportunities.
Create and maintain AI training materials, test cases, evaluation criteria,: and sample conversations; partner with Knowledge Management teams to improve content quality, discoverability, and AI readiness; keep materials current as products, processes, and policies evolve.
What they're looking for
- Support testing and rollout of new AI capabilities and enhancements; provide: insights and recommendations based on AI performance, user feedback, and analytics to drive continuous improvement across the People Organization.
- Stay current with developments in generative AI, prompt engineering,: conversational AI, agentic AI, and responsible AI; contribute ideas that improve employee self-service and digital support experiences.
- Experience in AI training, prompt engineering, conversational design, NLP, or: AI optimization within employee or customer support environments.
- Proven experience training, evaluating, and optimizing AI models,: conversational agents, or LLM-powered assistants, including agentic AI solutions.
