Back
AI Trainer
Full-time
Okta is The World's Identity Company. You'll be joining the Customer Acceleration organization — a high-impact team focused on defining and optimizing the self-service journey across Knowledge, Online Support, and Communities.
As AI Trainer and Optimization Analyst, you will take full ownership of Okta's customer support agentic experiences, directly influencing millions of customer interactions annually.
Responsibilities
Act as the primary expert on the AI agent's performance — continuously analyzing conversational data and leveraging analytics to enhance bot capability
Implement prompt engineering best practices
Ensure the agent provides accurate, efficient, and on-brand customer support
Manage the bot's tone and ethical guardrails to prevent hallucination and incorrect assumptions
Bring strategic ideas for leveraging the agentic experience for maximum customer impact
Own the full conversational experience: conversation design, intent management, entity management, and NLU training
Analyse performance metrics to identify trends and drive continuous improvement
Qualifications
Experience owning or managing an AI/chatbot platform (e.g., Salesforce Einstein, Intercom Fin, Zendesk AI, Kore.ai)
Strong understanding of NLU, conversation design, and prompt engineering
Analytical mindset with ability to translate data into actionable improvements
Background in customer support operations
