AI Knowledge Base Analyst III
About The Position
As part of EchoStar's App Development & Experience (ADX) team within Customer Experience Operations (CXO), the AI Knowledge Base Analyst III structures knowledge for artificial intelligence rather than focusing solely on writing for human readers. The role addresses AI performance challenges by ensuring source content is accurate, logically chunked, and optimized for retrieval by generative AI tools and the new agent desktop. It connects frontline agent feedback with AI retrieval accuracy to improve automated bot responses and remove operational obstacles across lines of business. The analyst architects AI-optimized content using GPT best practices, analyzes more than 100,000 weekly GPT prompts to identify causes of poor or incorrect responses and deploy content fixes, and translates frontline workflow pain points into knowledge base updates aligned with CXO goals. The role also helps establish knowledge management practices for a modern AI-driven agent desktop, creates traditional support content using HTML and CSS when needed, and collaborates with business partners, subject matter experts, and developers to maintain knowledge accuracy and system integration.
Requirements
- Bachelor’s degree from a four-year college or university, or an equivalent combination of education and experience.
- At least 4 years of experience in related content architecture, knowledge base management, or support operations roles.
- Experience with Markdown, HTML, CSS, and JavaScript.
- Experience with semantic chunking, atomic writing, and AI content structuring.
- Experience with prompt logic analysis and technical troubleshooting.
- Exceptional written communication skills suited to machine ingestion, atomic writing, and AI retrieval optimization.
- Advanced analytical troubleshooting skills and the ability to diagnose and fix source-content problems affecting AI outputs.
- Adaptability and a growth mindset to work through technical ambiguity and evolving agent desktop technologies.
- Strong cross-functional collaboration and empathy to gather requirements from subject matter experts and frontline agents.
- A demonstrated track record of optimizing support systems, designing structured content, and driving operational efficiency in complex support environments.
- Must be willing to participate in at least one in-person interview.
Responsibilities
- Create AI-optimized content using Markdown, key-value pairs, atomic writing, and semantic chunking to improve chatbot retrieval accuracy.
- Analyze more than 100,000 weekly GPT prompts, identify root causes of poor or incorrect AI responses, and deploy source-content fixes.
- Translate frontline agent workflow pain points into actionable knowledge base updates aligned with CXO performance goals.
- Help define knowledge management best practices for the transition to an AI-driven agent desktop.
- Develop traditional support content, including how-to articles, tools, and visual resources, using HTML and CSS as needed.
- Collaborate with business partners, subject matter experts, and developers to maintain knowledge base accuracy and ensure system integration.
Benefits
- Meaningful health perks
- Flexible spending accounts
- Health savings account (HSA)
- 401(k) plan with company match
- Employee stock purchase plan
- Career opportunities
- Flexible time away plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
