AI Trainer

<div class="content-intro"><p><span style="color: #000000;"><strong>Get to know Okta<br><br></strong></span>Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.<br><br>At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. <br><br>Join our team! We’re building a world where Identity belongs to you.</p></div><p><strong>The Team</strong></p> <p>You'll be joining our Okta Customer Acceleration organization, a high-impact team focused on defining and optimizing the self-service journey for our customers across Knowledge, Online Support, and Communities. Our mission is to transform the customer experience by enabling efficient, accurate, and engaging self-service solutions.</p> <p> </p> <p><strong>The Opportunity</strong></p> <p>We're looking for an experienced <strong>AI Trainer and Optimization Analyst</strong> to take full ownership of our customer support agentic experiences. This is a critical specialist role that offers the chance to directly influence millions of customer interactions annually.</p> <p>You will act as the <strong>primary expert</strong> on the AI agent's performance, applying a strategic mindset to continuously analyze conversational data and leverage analytics to enhance the bot's ability. You will be responsible for:</p> <ul> <li>Implementing <strong>prompt engineering</strong> best practices.</li> <li>Ensuring the agent provides accurate, efficient, and on-brand support.</li> <li>Managing the bot's tone and ethical guardrails to prevent hallucination and incorrect assumptions.</li> <li>"Thinking bigger" to bring new, strategic ideas for leveraging the agentic experience for maximum customer impact.</li> </ul> <p> </p> <p><strong>What you’ll be doing </strong></p> <p>You will be the dedicated owner of the AI agent's conversational experience:</p> <ul> <li><strong>Own Conversational Quality Tone:</strong> 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."</li> <li><strong>Prompt Engineering Training:</strong> 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.</li> <li><strong>Performance Analysis Optimization:</strong> 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.</li> <li><strong>Gap Identification Remediation:</strong> 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.</li> <li><strong>Strategic Collaboration:</strong> 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.</li> <li><strong>Continuous Improvement:</strong> 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.</li> <li><strong>Thought Leadership:</strong> Stay current with the latest trends and technologies in conversational AI, machine learning, and prompt engineering, bringing new ideas and strategic proposals to the table.</li> </ul> <p> </p> <p>< ... (truncated, view full listing at source)