Conversational AI Specialist (On-Site)

Integra Beauty•Groveport, OH

5d•Onsite

About The Position

The Conversational AI Specialist owns the performance of Integra’s AI customer service agent, built on Siena AI, with resolution rate as the core benchmark. Resolution rate measures the share of customer conversations the AI handles accurately and autonomously from beginning to end without human intervention. The role involves auditing live customer interactions, identifying failure patterns, and quickly implementing fixes by revising LLM prompts, clarifying business policies, or adjusting human handoff boundaries. The specialist also maintains the knowledge content used by the AI and works with CX agents, CX leadership, and technical teams to address issues and improve performance.

Requirements

1–3+ years of experience in AI Prompt Engineering, Conversational Design, or Technical Writing within an e-commerce environment, and experience in corporate Customer Experience (CX).
Hands-on experience writing LLM prompts using conditional logic, system instructions, and negative or declarative constraints, with an understanding of LLM limitations and hallucination patterns.
Hands-on experience with enterprise CX and ticketing platforms such as Zendesk, Gorgias, Gladly, or similar.
Strong operational understanding of DTC e-commerce tools, specifically Shopify Plus, order processing, shipping and tracking APIs, returns and exchanges, subscriptions, and ERP order flows such as NetSuite.
Exceptional written communication skills and experience drafting FAQs, knowledge bases, customer-facing policies, or product documentation.
Ability to distinguish routine queries suitable for AI resolution from sensitive issues requiring human empathy, brand protection, or executive escalation.
Ability to work cross-functionally with frontline CX agents, fulfillment supervisors, and executive leadership.

Nice To Haves

Direct experience configuring, tuning, or administering Siena AI or similar e-commerce automated AI agents, such as Gorgias AI, Gladly AI, or Sierra.
Experience in DTC Beauty, Personal Care, Hair Care, or Consumer Goods (CPG) ecosystems.
Familiarity with fulfillment center operations, warehouse management systems (WMS), or physical order assembly workflows.

Responsibilities

Monitor AI conversation outcomes, identify failure patterns, and prioritize fixes by impact.
Review automated conversations and revise LLM prompts to correct issues or guide future conversations.
Write prompts for new customer intents using declarative constraints and conditional logic.
Turn loosely documented business rules into consistent written policies the AI can follow, asking questions when rules are unclear.
Determine when the AI should hand off to a human, particularly for product-safety complaints, money disputes, or matters the AI is not authorized to promise.
Maintain knowledge content by writing and updating help articles, FAQs, and policy documentation used by the AI.
Receive issue reports from CX agents, keep CX leadership informed about performance and changes, and escalate technical issues to the appropriate team.