AI Specialist

Wagmo

. Own day-to-day performance of AI and automation across Support and Claims .

Posted 10/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and improving AI-powered workflows and automation, with a strong focus on prompt design, workflow logic, and AI evaluation. Proficient in enhancing customer experience through effective use of Zendesk and API integrations.

Highest-signal resume keywords

AI-Powered Workflow DevelopmentPrompt DesignZendesk AI ExperienceAPI IntegrationRoot-Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI EvaluationWorkflow LogicStructured TestingQuality ReviewAutomation Performance MonitoringTest Case DevelopmentRegression ChecksDiagnostic JudgmentFailure AnalysisCustomer Experience Improvement

Soft Skills

Customer CommunicationCollaboration Across Teams

Tools & Technologies

ZendeskAPIsAutomation Tools

Industry Keywords

AI AutomationClaims ProcessingSupport ServicesEmerging AI Tools

About the role

Key responsibilities & impact

Own day-to-day performance of AI and automation across Support and Claims
Monitor accuracy, failure patterns, and performance changes
Tune prompts and workflows to improve results
Build and maintain evaluations, including test cases, golden datasets, and regression checks
Test changes before production with Claims and Support SMEs
Rebuild generic channel bots to use live APIs for personalized interactions
Track and report automation rate, accuracy, escalation, and BSAT
Improve Zendesk routing, triggers, macros, agent assist, and related workflows
Partner with Engineering on deeper technical builds
Expand custom AI capabilities and improve customer experience speed, accuracy, and quality

Requirements

What you’ll need

3+ years of hands-on experience building and improving AI-powered workflows and automation
Strong understanding of prompt design, workflow logic, AI evaluation, and failure analysis
Experience with structured testing or quality review
Extensive experience with Zendesk AI or a comparable service platform
Comfort working with APIs and structured data
Coding experience helpful, not required
Strong diagnostic judgment and root-cause analysis ability
Ability to work across technical and non-technical teams
Strong customer communication instincts
Commitment to staying current on emerging AI tools, techniques, and applications
Based in the United States; Eastern Time preferred

Benefits

Comp & perks

Equity
Comprehensive health, vision, and dental coverage
HSA/FSA
401(k) retirement planning with employer matching
Unlimited paid time off
Annual company holidays
Additional company-wide recharge days off
12 weeks parental leave for eligible employees
Company paid Wagmo pet wellness and insurance plans
Annual fully-paid company-wide retreat
Flexibility and autonomy