AI Optimization Analyst
Palmetto Clean TechCharlotte, North Carolina
Full Time
Posted January 13, 2026
Apply Now
Application opens on company website
Job Description
The AI Support Optimization Analyst is responsible for enhancing the performance and effectiveness of AI-driven customer support across multiple digital channels by optimizing workflows, training data, and automation, ultimately improving customer satisfaction and operational efficiency.
Key Responsibilities
- Monitor and optimize AI resolution rates, containment, deflection, and customer satisfaction across digital channels.
- Test, refine, and improve AI prompts, workflows, decision trees, and automation logic.
- Identify gaps in AI knowledge, training data, or workflows and implement targeted improvements.
- Maintain high-quality training inputs by ensuring content accuracy and alignment with customer intent.
- Design and run A/B tests and experiments to enhance AI accuracy, resolution, and customer experience.
- Analyze support conversations, escalations, and feedback to identify trends and improvement opportunities.
- Translate AI performance data into actionable recommendations for CX, Product, and Operations teams.
- Collaborate with cross-functional teams to support AI readiness, feature development, and new channel launches.
Requirements
- 3 to 6 years of experience in customer experience, support operations, automation, or AI-enabled platforms.
- Hands-on experience optimizing chatbots, AI agents, or automation workflows.
- Strong analytical skills with the ability to interpret conversation data and performance metrics.
- Experience working with knowledge bases, help centers, or structured content systems.
- Comfort experimenting, testing, and iterating based on results.
- Experience with platforms like Intercom, Zendesk, Salesforce, or similar CX tools.
- Familiarity with prompt design, conversational UX, or AI training workflows.
- Experience supporting omnichannel environments including chat, email, SMS, and phone.
Benefits & Perks
unlimited PTO
medical, dental, and vision coverage
paid parental leave
retirement plans
Ready to Apply?
Join Palmetto Clean Tech and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More at Palmetto Clean Tech
More jobs at Palmetto Clean Tech
Relationship Specialist, West Coast
Palmetto Clean Tech
NEW
Remote
Full Time
2d
Relationship Manager, Northeast
Palmetto Clean Tech
NEW
Remote
Full Time
2d
Supply Chain Program Planning Analyst
Palmetto Clean Tech
NEW
Charlotte
Full Time
2d
More jobs in Charlotte, North Carolina
Senior Pre-Sales Systems Engineer, Commercial - Carolinas
Pure Storage
Remote
Full Time
Dec 21
$137k-207k
Senior Audit Associate
Aprio
Remote
Full Time
Dec 5
Senior Marketing Manager
Palmetto Clean Technology
Charlotte
Full Time
Dec 23