Support Engineering AI & Tooling Specialist, Member Experience

ŌURA is dedicated to empowering individuals to realize their inner potential through innovative health products. The Support Engineering AI & Tooling Specialist will develop and optimize AI-assisted workflows, enhance member experiences, and support engineering readiness by incorporating machine learning and automation into support workflows.

Responsibilities:

• Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows
• Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience
• Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout
• Own initiatives that measurably reduce resolution times and improve member experience
• Analyze member feedback to identify areas for improvement using our existing automation tool stack
• Incorporate machine learning, AI, and automation into the support workflow
• Work closely with Product and Engineering teams to translate frontline feedback and AI tooling performance data into clear product requirements and drive roadmap prioritization
• Partner with Training team to ensure support teams are enabled on AI tooling through clear requirements, robust documentation, and structured feedback loops
• Conduct regular performance reviews of AI tools, identifying trends, anomalies, and areas of underperformance, translating findings into actionable recommendations
• Use data to build the business case for new tooling investments or workflow changes, communicating ROI clearly to cross-functional stakeholders
• Partner with Data and Analytics teams to ensure MX metrics are accurately captured and accessible across the organization

Requirements:

• 8+ years in Customer Experience Technology or AI tooling, with demonstrated ownership of tools or systems at scale
• Proficiency in Python, SQL, and REST APIs; comfortable building lightweight automations and integrations without needing dedicated engineering support
• Hands-on experience building or managing AI-based support workflows — including prompt engineering, knowledge base management, and performance evaluation
• Experience defining and tracking AI tooling KPIs such as containment rate, deflection, and CSAT, and using data to drive continuous improvement
• Strong cross-functional collaborator who can translate technical concepts for non-technical stakeholders and business needs for Engineering teams
• Familiarity with enterprise support platforms (e.g. Zendesk, Intercom, Salesforce Service Cloud) at an admin or configuration level
• Experience using Jira or similar project management tools to track tooling projects
• Strong customer service orientation