AI Trainer

Location: Hybrid in Toronto, Ontario, Canada

Salary: CAD 124,000–186,000 annual base salary, plus equity where applicable, bonus, and benefits.

Company

Okta provides identity security infrastructure that helps organizations securely manage access for people and AI systems.

What you will do

• Own the AI agent’s conversational quality, content, tone, and ethical guardrails.
• Develop, test, and deploy prompt engineering techniques, training materials, and conversational flows.
• Monitor deflection, resolution, and CSAT metrics and convert findings into optimization plans.
• Review high-volume conversations to identify customer intents, misclassifications, and knowledge-base gaps.
• Collaborate with Content, Knowledge, and Customer Experience teams on strategic AI training plans.
• Maintain conversation scripts, identify agent bugs and system gaps, and propose improvements based on conversational AI and machine learning trends.

Requirements

• Professional experience in AI training, prompt engineering, NLP, or conversational design for customer support or enterprise service systems.
• Strong analytical skills for interpreting conversational data and AI performance metrics.
• Familiarity with enterprise conversational AI platforms such as Dialogflow, IBM Watson, Rasa, or similar tools.
• Excellent written communication skills and the ability to produce clear, concise, professional responses.
• Understanding of omnichannel customer support and handoffs between AI agents and human agents.
• Ability to work independently as a domain expert and develop strategic solutions.

Culture & Benefits

• Hybrid work environment with an immersive, in-person onboarding experience.
• Health, dental, and vision insurance.
• RRSP matching, healthcare spending account, and telemedicine.
• Paid leave, including PTO and parental leave.
• Equity where applicable and bonus opportunities.
• Global community spanning more than 20 offices with opportunities to develop talent and foster connection.