CX Automation Performance Analyst
Core
Post-launch administration and performance optimization of AI-driven customer experience tools (VoiceAI, Zendesk AI agents) to ensure quality, containment, and continuous improvement.
Role type
Senior IC CX Automation Performance Analyst
Builds
Production AI automation workflows and support agents for retail investors and SMBs
Domain
Financial services / AI Customer Experience
Deliverable
production ML models | product features
Required skills
AI performance analysis, model drift detection, intent gap identification, QA process design, data visualization, SQL/querying, documentation, Zendesk platform expertise, regulated industry compliance
Preferred skills
VoiceAI platforms, Decagon, fintech domain knowledge, systems thinking
Technologies
Zendesk Explore, Looker, Tableau, Zendesk AI, VoiceAI, Decagon
Responsibilities
Build and maintain dashboards tracking AI performance metrics (automation rate, containment, AHT, CSAT, model quality); Identify performance degradation, hallucination, and guardrail failures; Own incident response for AI quality issues; Administer net-new AI tooling post-launch; Maintain active optimization backlogs; Drive post-launch iteration with strategy and tooling teams; Own AI program documentation library; Maintain records for compliance and audit readiness.
Seniority
Senior, hands-on IC