- Remote, Philippines
- Remote
- Full-time · Associate
Design, optimize, and maintain AI-driven conversational workflows for customer support across multiple channels, ensuring high-quality, safe, and efficient interactions.
Responsibilities
- Map intuitive self-service conversation paths and resolution flows across messaging channels and web support
- Define and maintain consistent agent personas, tone of voice, empathy guidelines, and brand-aligned dialogue
- Architect conversational logic for ambiguous user intents, edge cases, and graceful failure handling
- Formulate, refine, and maintain high-performing system prompts, few-shot examples, and dynamic context parameters
- Work closely with knowledge bases and Retrieval-Augmented Generation (RAG) frameworks to ground AI answers in verified Sinch documentation
Requirements
- Nice to have: CPaaS
- Nice to have: telecommunications
- Nice to have: cloud software
- Nice to have: high-volume customer service operations
- Nice to have: RAG architectures