AI Conversation Designer

DRFIRST COM INC• US,

8d•$60,000 - $75,000•Remote

About The Position

DrFirst is hiring an AI Conversation Designer in its Customer Support organization to own the customer-facing AI bot, the quality assurance program that maintains trustworthy responses, and the Help Center content that supports AI answer quality. The role focuses on the iPrescribe and DrFirst US AI Bot, connecting Zendesk platform expertise with accurate customer-facing content for prescribers and pharmacists. It is an AI performance and content role, not a Zendesk administration role; product knowledge will be developed after hire. The position also serves as a technical diagnostic partner for the separate agent-facing AI suggestion workstream, tracing issues to intent, content, or configuration and addressing causes within its scope. The role reports to a Director in Customer Operations and partners with Customer Operations Program Management, Support Delivery, Training and Knowledge Management, Zendesk Administration, and the VP of Customer Operations. The role builds AI performance reporting, monitors bot containment, escalations, conversation quality, intent coverage, and Help Center search performance, and proactively identifies trends and improvement opportunities. DrFirst describes itself as a Remote-First company. Physical requirements are 90% desk work and 10% remote travel to client sites, conferences, or internal team meetings.

Requirements

Hands-on Zendesk technical proficiency, including Help Center and Guide structure, macros, triggers and automations, views and routing, and Zendesk reporting; be prepared to discuss Zendesk work personally built or configured.
Ability to use AI writing tools to create accurate customer-facing content and verify AI-generated material before publication to prescribers or pharmacists.
Conversation and intent design capability, including structuring intents, coverage, and dialogue flows so a bot resolves inquiries rather than merely deflecting them.
Hands-on familiarity with at least one Zendesk AI surface: a customer-facing AI bot, agent-facing AI suggestions such as CoPilot or Auto Assist, or Help Center content management.
Analytical mindset and comfort working with platform data to identify patterns and draw conclusions independently.
Strong written communication skills for Help Center articles, diagnostic write-ups, and performance reporting.
Ability to work cross-functionally and influence without formal authority.

Nice To Haves

Working knowledge of prescriber or pharmacy workflows, or prior support experience in a healthcare software environment.
Experience identifying ticket drivers, escalation patterns, or bot conversation gaps in a support environment.
Familiarity with Zendesk reporting and analytics, including building or interpreting dashboards that reflect AI performance metrics.
Self-directed learning in AI tools applied to customer service.
Formal conversation design training is welcome but not required.

Responsibilities

Own the iPrescribe and DrFirst US customer-facing AI Bot as a product, monitoring containment, escalation triggers, conversation quality, and intent coverage.
Identify bot failure and escalation patterns and turn them into content or configuration fixes; maintain escalation logic and routing rules with Zendesk Administration.
Define and track bot stability benchmarks and proactively identify regressions.
Own the customer-facing bot conversation quality assurance program, including review samples, scoring standards, and review cadence.
Review bot conversations for accuracy, brand alignment, and suitability for healthcare prescriber and pharmacist audiences.
Trace quality failures to intent design, content accuracy, or configuration, and direct each issue to the appropriate fix.
Report quality assurance findings as trends so recurring failure modes can be addressed at their source.
Diagnose inaccurate or unhelpful agent-facing AI suggestions and identify whether root causes relate to intent, content, or configuration.
Fix in-scope agent-facing AI suggestion causes, including Help Center accuracy, content structure, and intent overlap; provide diagnostic evidence when handing configuration or adoption causes to the owning workstream.
Own the AI performance view of Help Center content and identify outdated, missing, or poorly structured articles that reduce answer quality.
Author and publish content changes driven by AI performance, including bot failure remediation, intent coverage gaps, and article restructuring for retrieval quality.
Use DrFirst-approved AI writing tools within data handling parameters, while ensuring published content is factually accurate, product-correct, and consistent with brand voice.
Own the content structure standard for AI suggestion quality and make it available to the Learning team.
Track Help Center search performance and no-result rates, and provide Learning with evidence for release-driven content gaps.
Review release-driven article changes for AI performance impact when both types of work affect the same article.
Build and maintain an AI performance reporting framework with the Director, Customer Operations Program Management.
Report on bot containment, escalation patterns, Help Center search performance, and content gap trends; feed data into operational reporting and the Customer Operations executive dashboard.
Proactively surface AI performance trends, anomalies, and improvement opportunities.

Benefits

Competitive base salary of $60,000–$75,000; exact compensation may vary based on skills and experience.
Eligibility for a discretionary performance-based bonus.
Medical, dental, and vision insurance.
401(k) eligibility after three months, with a 50% company match on the first 5% of salary contributed and a three-year vesting schedule.
HSA for eligible employees enrolled in the HDHP, with company contributions up to $500 annually for individual coverage and $1,000 for family coverage.
100% company-paid short- and long-term disability, AD&D, and group life insurance.
Accrued annual PTO: 18 days for the first three years of service, increasing thereafter, plus seven paid holidays.
Employee Assistance Program.
Continuing education funds up to $1,500 annually for eligible programs after one year of service.
Voluntary benefits including FSA, hospital indemnity, accident, and critical illness insurance.