AI Optimization Analyst
Palmetto Clean TechnologyCharlotte, North Carolina
Full Time
Posted February 17, 2026
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Job Description
The AI Support Optimization Analyst is responsible for enhancing the performance and impact of AI-driven customer support across multiple digital channels by optimizing workflows, training data, and automation, ultimately improving resolution rates, 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 coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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