usan
GenAI Tuning Analyst
Norcross, Georgia
No sponsorshipDetected 6 hours ago
ExpressSQLAWSData AnalysisData ScienceData VisualizationNLPLLMsRAGAgentic AIHubSpotSalesforceExcelProcess ImprovementCommunicationCollaborationAdaptability
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16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- As a GenAI Tuning Analyst, you will be responsible for the continuous improvement, accuracy, and "brand voice" of our Generative AI deployments within the Contact Center ecosystem, including agentic bots.
- You will work at the intersection of data science, linguistics, and customer operations to ensure our AI agents and agent-assist tools provide precise, empathetic, and compliant resolutions.
- This role requires a professional learner
Responsibilities
- Bias & Safety Guardrails: Implement and monitor safety filters to ensure the AI remains neutral, avoids prohibited topics, and protects PII (Personally Identifiable Information).
- Cross-Functional Collaboration: Partner with Subject Matter Experts (SMEs) in Legal, Compliance, and Operations to translate business policy into technical model constraints.
- Process Improvement Mindset: Enjoys working with data repeatedly while finding smarter ways process and analyzing it, such as building Excel formulas, spotting systematic issues, and improving workflows.
- Trust-Based Collaboration: Builds credibility and trust with clients and internal teams while working collaboratively to improve AI performance and data quality.
- USAN is an AWS Advanced Tier Partner specializing in Amazon Connect, helping organizations design and deploy scalable, AI-driven customer interactions that accelerate time to value and maximize ROI.
- With over 35 years of deep contact center expertise, USAN delivers modern agentic CX solutions and a white-glove approach to optimizing and managing cloud contact center environments through its managed services.
Requirements
- 1-2 years in AI/NLP, Data Analysis, high-level Contact Center Operations.
- Applicants must be authorized to work for ANY employer in the U.S.
Nice to have
- Secondary experience in Quality Assurance is a plus.
Skills
- Proficiency in prompt engineering techniques (Chain-of-Thought, Few-Shot, Zero Shot).
- Basic understanding of LLM architectures (GPT-4, Claude, Llama).
- Skilled at identifying trends in customer interaction data to suggest process improvements.
- Communication
- Exceptional written and verbal communication skills with an obsession over tone, grammar, and brand consistency.
- Ability to act as a bridge between technical teams and frontline operations.
- Moderate customer meetings to align with company direction on our AI tools.
- Preferred "Bonus" Skills
- Experience with RAG (Retrieval-Augmented Generation) frameworks.
- Background in Linguistics or Cognitive Science.
- Experience with data visualization tools (Tableau/ PowerBI ) and basic SQL to pull interaction data.
- Familiarity with Contact Center platforms (e.g., Amazon Connect Workspaces, Salesforce Service Cloud, Genesys, Nice, or HubSpot).
Compensation
- Job Benefits: •Healthcare benefits •401K plan •Paid company holidays •Paid vacation •Business casual work environment •Annual performance based bonus program
Benefits
- Healthcare benefits •401K plan •Paid company holidays •Paid vacation •Business casual work environment •Annual performance based bonus program
- RLHF & Quality Calibration: Lead Reinforcement Learning from Human Feedback (RLHF) cycles.
Company info
- Interested in how customers naturally express their needs and are able to translate that language into meaningful insights for AI optimization.
- Process Improvement Mindset:
- Enjoys working with data repeatedly while finding smarter ways process and analyzing it, such as building Excel formulas, spotting systematic issues, and improving workflows.
- Trust-Based Collaboration:
- Builds credibility and trust with clients and internal teams while working collaboratively to improve AI performance and data quality.
- Curiosity About Customer Communication: Interested in how customers naturally express their needs and are able to translate that language into meaningful insights for AI optimization.
Visa & Work Authorization
- Applicants must be authorized to work for ANY employer in the U.S.
This listing is sourced directly from usan's careers page and normalized into a canonical job model.