CX AI Optimization Partner (AI)

TL;DR

CX AI Optimization Partner (AI): Improve the quality, reliability, and effectiveness of AI-assisted customer service experiences with an accent on diagnosing AI failure modes, validating fixes before release, and driving measurable experimentation. Focus on root-cause analysis of issues like misrouting and weak retrieval, designing test plans for prompt/routing/retrieval changes, and translating technical findings into business-ready recommendations.

Location: Utah (Hybrid)

Company

hirify.global builds a people intelligence platform and HR software.

What you will do

• Evaluate AI-assisted service experiences to identify recurring performance issues and customer friction points.
• Investigate AI failure modes (misrouting, incorrect escalations, weak retrieval/grounding, low-confidence responses, hallucination risks) and perform root-cause analysis.
• Develop and execute test plans for prompt changes, routing updates, retrieval improvements, and new AI capabilities; validate expected vs. actual behavior before production releases.
• Support pilots, A/B tests, and iterative rollouts; define hypotheses, success criteria, and measurement approaches; recommend scaling/adjusting/retiring solutions.
• Monitor KPIs (containment, digital resolution, customer sentiment, escalation trends, AI accuracy signals) and recommend mitigations for emerging risks.
• Partner across Customer Experience, Product, Engineering, Knowledge Management, and Operations to align AI experiences with customer needs and intended service outcomes.

Requirements

• 5+ years of experience in customer experience operations, digital support, systems optimization, product operations, service design operations, technical program management, analytics, or a related field.
• Experience diagnosing complex system behaviors and driving measurable improvements through influence and cross-functional partnership.
• Working knowledge of AI-assisted support systems, including prompt behavior, retrieval and grounding concepts, routing logic, escalation patterns, and common AI failure modes.
• Experience evaluating AI systems (chatbots, virtual assistants, automated workflows) in production or production-like environments.
• Experience designing and supporting testing efforts, pilots, experiments, A/B testing, or iterative rollouts.
• Strong analytical/problem-solving skills and excellent written and verbal communication; ability to operate effectively in ambiguity.

Culture & Benefits

• Comprehensive health, life, and disability insurance.
• Generous leave policies including 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off.
• 401k plans with up to 6% company match.
• $2000 paid vacation bonus.
• EAP through Headspace.
• Hybrid role requiring some regular in-office days each week; employment is contingent on passing a background and credit check.