Senior Service Design Specialist (Conversational AI)

TL;DR

Senior Service Design Specialist (Conversational AI): Leads the development, optimization, and management of conversational AI agents across multiple modalities with an accent on prompt engineering, conversation design, and performance analytics. Focus on identifying automation opportunities, implementing solutions to reduce contact volume, and ensuring seamless, human-centered support experiences.

Location: Hybrid (3 days a week in office) in one of the following hub locations: Denver, CO, San Francisco, CA, Nashville, TN (United States) or Santiago (Chile). A relocation stipend may be available for those willing to relocate to a hirify.global hub location.

Salary: $90,000 - $112,000 USD (Base Salary range in Denver, CO)

Company

hirify.global is building the data platform to power safe and fair decisions, leveraging innovative technology to help customers assess risk and ensure safety and compliance.

What you will do

• Lead the development, optimization, and management of conversational AI agents across modalities.
• Own the end-to-end lifecycle of assigned AI agents, including prompt engineering, conversation design, testing, and deployment.
• Drive measurable improvements in agent performance through data analysis and conversation analytics.
• Partner with cross-functional teams to identify automation opportunities and implement solutions.
• Develop and maintain comprehensive documentation for AI agent workflows and processes.
• Monitor and troubleshoot AI agent behavior, diagnosing issues and escalating technical problems.

Requirements

• 3-5 years of experience in conversational AI, knowledge management, or chatbot administration.
• Hands-on experience with conversational AI platforms and understanding of NLU/NLP concepts.
• Proficiency in conversation design principles, including intent mapping, utterance training, and fallback strategies.
• Strong analytical skills to interpret conversation logs, performance dashboards, and customer feedback.
• Excellent written communication skills to craft clear, concise bot responses.
• Ability to collaborate cross-functionally and translate business requirements into actionable solutions.
• Comfort navigating ambiguity and managing multiple priorities in a fast-paced environment.

Culture & Benefits

• Fast-paced and collaborative environment.
• Learning and development allowance.
• 100% medical, dental, and vision coverage.
• Unlimited PTO policy.
• Monthly wellness and home office stipends.
• In-office perks including lunch five times a week and a commuter stipend.