Build and update AI workflows based on defined requirements and playbooks
Configure intents, routing, escalation paths, and API-driven logic within established guidelines
Support AI-to-human handoffs, ensuring required context is passed accurately
Apply tone, voice, and prompt guidelines to maintain consistent AI interactions
Implement fallback and recovery flows using best practices
Support improvements to AI-to-human handoffs using existing frameworks
Assist in enhancing agent experience through better data capture and workflow enhancements
Execute workflow updates based on QA feedback, performance data, and identified issues
Review conversations and workflow performance to identify gaps or inconsistencies
Support testing (e.g., scenario testing, basic A/B testing) and monitor workflows post-launch
Troubleshoot workflow issues and implement fixes for known gaps (e.g., incorrect responses, routing errors)
Escalate complex issues or edge cases to Support Operations or senior team members
Partner with Support Operations and Knowledge teams to gather inputs for workflow updates, and support ongoing workflow improvements
Assist in implementing changes related to new features, policies, or content updates
Align with manager on priorities, timelines, and deliverables

1–3 years of experience in Customer Support Operations, QA, Knowledge Management, CX tooling, or similar roles
Hands-on experience with support platforms such as Zendesk or comparable systems
Experience working with workflows, automations, or structured processes
Strong attention to detail and ability to follow defined guidelines and playbooks
Basic analytical skills with the ability to review data and identify clear issues or trends
Ability to manage tasks independently within a defined scope
Strong communication and collaboration skills across technical and non-technical teams
Interest in AI, automation, and improving customer experience

AI Workflow Specialist – 6 Month FTC

Key skills