Conversational AI Specialist (On-Site)

Duties and Responsibilities

- Monitor AI conversation outcomes, find failure patterns, and prioritize fixes by impact.

- Review automated conversations and change the LLM prompts to fix an issue or steer future conversations.

- Write prompts for new customer intents using declarative constraints and conditional logic.

- Turn loosely documented business rules into consistent written policies the AI can follow. Ask the right questions when the rules are unclear.

- Decide when the AI should hand off to a human instead of answering. This matters most for product-safety complaints, money disputes, and anything it isn’t authorized to promise.

- Maintain knowledge content. Write and update the help articles, FAQs, and policy documentation the AI draws on.

- Take issue reports from CX agents, keep CX leadership updated on performance and changes, and escalate technical issues to the right team.

Qualifications

- 1–3+ years of experience in AI Prompt Engineering, Conversational Design, or Technical Writing within an e-commerce environment and experience within corporate Customer Experience (CX).

- Demonstrated hands-on experience writing prompts for LLMs using conditional logic, system instructions, and negative/declarative constraints, with a clear understanding of LLM limitations and hallucination patterns.

- Hands-on experience working within enterprise CX and ticketing platforms (e.g., Zendesk, Gorgias, Gladly, or similar platforms).

- Strong operational understanding of DTC e-commerce tools, specifically Shopify Plus, order processing, shipping/tracking APIs, returns/exchanges, subscriptions, and ERP order flows (e.g., NetSuite).

- Exceptional written communication skills with experience drafting FAQs, knowledge bases, customer-facing policies, or product documentation.

- Keen ability to discern routine queries suitable for AI resolution from sensitive issues requiring human empathy, brand protection, or executive escalation.

- Proven ability to work cross-functionally alongside frontline CX agents, fulfillment supervisors, and executive leadership.

Preferred Qualifications

- Direct experience configuring, tuning, or administering Siena AI or similar e-commerce automated AI agents (e.g., Gorgias AI, Gladly AI, Sierra).

- Experience in DTC Beauty, Personal Care, Hair Care, or Consumer Goods (CPG) ecosystems.

- Familiarity with fulfillment center operations, warehouse management systems (WMS), or physical order assembly workflows.

Benefits

- Medical, Dental, Vision, Life Insurance

- 401k plan

- Additional Opt-In Insurances

- Vacation + Sick Time Pay

- L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!

Key Integra Competencies (All candidates are expected to demonstrate, regardless of role)

- Action Oriented

- Situational Adaptability

- Drives Results

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Role-Specific Competencies to Emphasize

- Cultivates Innovation & AI Adoption

- Optimizes Work Processes

- Communicates Effectively

- Customer Focus

- Problem Analysis & Critical Judgment