Ai Agent Operations Engineer

Wolfe•Pittsburgh, PA

1d•Onsite

About The Position

AI is only as good as the person who owns it after it goes live and that's exactly what this role is about. As our AI Agent Operations Engineer, you'll be the go-to person responsible for making sure Wolfe's AI agents across voice, chat, and email are performing at their best every single day. This isn't a build-from-scratch engineering role it's an ownership role where your decisions directly shape the customer experience and business outcomes tied to our AI investments. If you're someone who thrives on accountability, loves digging into data, and gets genuine satisfaction from turning a underperforming system into a reliable, high-quality product this role was designed for you. You'll work cross-functionally, move fast, and see the direct impact of your work reflected in real metrics. This is a 5-day onsite role in Pittsburgh, PA.

Requirements

Hands-on experience operating AI-driven systems in a live production environment
Working knowledge of prompt engineering, knowledge management systems, and conversational UX principles
Proven ability to diagnose performance issues using data, interaction logs, and qualitative review
Familiarity with key AI/CX metrics such as ARR, CSAT, containment rate, or similar productivity measures
Strong cross-functional communication skills with an ownership mindset and comfort operating in outcome-driven, accountable roles

Nice To Haves

Experience with conversational AI, automation, or digital customer experience platforms is a strong plus

Responsibilities

Serve as the single Directly Responsible Individual (DRI) for assigned AI agents across voice, chat, and email channels owning performance, quality, and outcomes end-to-end
Manage and maintain the AI knowledge base, ensuring content is accurate, current, and structured to drive strong resolution rates
Design, test, and continuously refine prompts and multi-turn conversation flows to improve resolution accuracy, tone, and brand alignment
Define and tune AI-to-human escalation and handoff logic, using downstream feedback to strengthen agent behavior over time
Own performance reporting and analysis tracking metrics like Automation Resolution Rate (ARR), CSAT, and escalation rates and execute corrective actions based on data trends

Benefits

Incentive Bonus
Restricted Stock Units (RSUs)
Profit Share
Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
Short-Term Disability Insurance (Wolfe pays 100% of premium)
Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
PTO (vacation and sick time)
Corporate Holidays and Floating Holidays
401(k)
Employee recognition program
Charitable Donation to a charity of your choice yearly
Employee Referral Bonus
Tuition Reimbursement
Internal Training and Information sessions
Family Picnic, Holiday Party, and other outings
Internal Culture Club