I Agent Ops Specialist 12 month contract Remote Pay Rate: $34.00 to $37.00 per hr.

We are seeking an AI Agent Specialist to support the development, optimization, and scaling of our AI-powered support experiences. In this role, you will help manage and evolve our customer-facing AI agents, including chatbots, voice bots, agent-assist AI tools, and support knowledge systems. Reporting to the senior manager of AI Support Enablement, you'll bridge strategy and execution, making sure AI solutions are well-integrated, high-performing, and continuously improved to better serve our customers and agents.

Responsibilities

Maintain and enhance AI agent workflows to improve containment, resolution accuracy, and customer satisfaction Use platform data and tooling to investigate, test, and publish updates to the AI agent experience Collaborate with the content, operations, and engineering teams to support seamless, timely updates to the AI agent Partner with QA to review trends in AI agent performance and prioritize areas for optimization Support triage of system errors, misroutes, or broken intents and partner with engineering and vendor teams for resolution Help design and maintain tagging frameworks, content taxonomy, and operational SOPs for scalable quality control Track performance metrics and contribute to quarterly reviews with actionable insights and recommendations The work schedule will be Monday-Friday 830am-430pm MST Qualifications Looking for candidates with 2-3 years of experience. An ideal candidate is someone who's worked with AI tech in a customer service environment. Strong experience in customer service operations, support content strategy, and AI-driven support Familiarity with trending AI technologies and applications in customer service bility to synthesize customer feedback, operational data, and performance metrics into actionable recommendations Strong analytical skills and attention to detail Excellent communication and collaboration skills across cross-functional teams Proven ability to manage tasks independently while aligning with broader strategic goals Comfort working in a fast-paced, iterative environment with evolving AI technologies