AI Optimization Specialist

About the role:

The AI Optimization Specialist plays a critical role in enhancing the performance of deployed AI Voice and Chat solutions. You'll use analytics, conversation data, and business objectives to identify improvement opportunities, refine conversational design, and help our customers maximize value from their AI deployments. This is a cross-functional role that bridges technical insight, user behavior, and business impact. This role is expected to manage 18-20 customers, post FVM and work with IM in design and build.

Role & Responsibilities:

• Analyze post-launch conversation data to identify trends, drop-off points, and improvement opportunities
• Recommend and implement optimizations to increase intent recognition, improve containment, and enhance user experience
• Collaborate with AI SMEs, Implementation Managers, and Product teams to deploy conversational updates
• Conduct A/B testing and performance experiments on bot flows, prompts, and fallback handling
• Monitor key performance metrics (e.g., containment, escalation rates, satisfaction scores) and report on AI bot health
• Contribute to internal best practice libraries, tuning guides, and optimization playbooks
• Support ongoing customer education by sharing insights and usage trends
  
  

Qualifications:

• 1-2 years of experience working with conversational AI platforms (voice/chat)
• Exceptional communication skills - written and customer facing. 
• Strong analytical skills and experience interpreting conversational data
• Familiarity with conversational design principles and LLM Prompt Engineering
• Experience in coding(python) and Prompt engineering
• Ability to translate technical findings into clear, actionable recommendations
• A relevant degree from a reputable University
  
  

Preferred Qualifications:

• Experience working with financial institutions, or contact centers
• Understanding of AI Voice-specific challenges (e.g., telephony routing, authentication, fallback behavior)
• SQL or basic data querying/reporting experience
  
  

Why join us?

• Be part of a dynamic, high-growth tech company with an exciting future.
• Work in a collaborative and supportive environment that values innovation and employee experience.
• Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities.
• An opportunity to make a direct impact in shaping our AI-powered communication platform which empowers Community Financial Institutions, including Credit Unions and Community Banks.
• As an AI
  Optimization Specialist, you'll have a unique opportunity to directly shape the future of AI in the credit union space. You won't just be fine-tuning technology, you'll be improving how millions of members get support, access services, and feel understood by their financial institutions.
• This role goes beyond data and dashboards. You'll work cross-functionally to identify conversational gaps, implement enhancements, and continuously optimize the performance of AI Voice and chat solutions.

About Eltropy )

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners
  

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.