Why Work Here
- Headquarters is in Charlotte, NC
- Recently expanded to nearshore
- isolved ranked for SMB Payroll in 2023 Sapient Report
- Voted top places to work in USA 2023
Job Description
This role partners with internal stakeholders and functional users to configure, train, test, and deploy the AI agent - automating frontline support, addressing gaps, building efficient workflows, and implementing strategies to deflect cases from human intervention. The ideal candidate will have experience with AI-driven customer service tools and a strong understanding of knowledge management and performance analytics. This position will ensure the AI agent integrates seamlessly with existing support channels.
Core Job Duties
- Configure, deploy, and monitor AI agents and chatbots to ensure accurate, brand-aligned responses
- Customize tone, behavior, and workflows to match organizational expectations
- Analyze data usage, AI performance metrics, and customer interaction trends to identify areas for improvement
- Collaborate with developers to extend platform capabilities
- Continuously improve content and logic based on performance metrics and user feedback
- Partner with HR, IT, and Compliance teams to ensure AI response aligns with HR policies, legal standards, and DEI principles
- Stay informed on industry trends and evolving regulations related to AI and customer data
- Lead pilot programs and proof of concept initiatives to test new features and integrations
Minimum Qualifications
- 3+ years of experience administering customer service platforms or similar AI-driven tools
- Proven track record in managing chatbots or AI agents, with familiarity in knowledge base management, workflow automation, and AI enablement
- Strong analytical skills for performance monitoring and data-driven optimization
- Proficiency in configuring AI tools, including tone customization, policy guidance, and testing methodologies
- Solid technical knowledge for custom actions, including API integrations, endpoint configuration, authentication (e.g., tokens, JWTs), data mapping, and secure connections, though advanced coding is not always required for basic setups
- Excellent communication skills to collaborate with stakeholders and align AI responses with brand voice
- Familiarity with AI ethics, compliance, and disclosure practices
Preferred Qualifications
- Dynamics, Hubspot, or similar CRM knowledge
- Knowledge of natural language processing (NLP) or AI performance metrics
- Ability to work in a fast-paced environment, handling real-time monitoring and iterative improvements
About isolved
isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.
EEO Statement
isolved 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. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.
Disability Accommodation
Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.
In adherence to relevant pay transparency legislation and regulations, we endeavor to offer clarity regarding our compensation methodology for this position. While specific pay ranges are presently under review to ensure alignment with competitive market standards, we will furnish this information upon finalization.
At our organization, individual compensation structures are established through a consistent and equitable process, taking into account various pertinent factors. These factors encompass geographic location, job-specific competencies, educational attainment, professional certifications, and pertinent experience. This structured approach enables us to align our total rewards package competitively with each employee's qualifications, duties, and contributions to our collective success.
An employee's comprehensive compensation package comprises diverse components, such as base salary, performance-linked bonuses or commissions, long-term incentives like equity grants, and an extensive benefits portfolio. Should you advance as a finalist candidate, you will have the opportunity to explore our overarching compensation philosophy, practices, and how your unique background informs an appropriate compensation proposition.
Our commitment lies in fostering a fair, impartial, and transparent compensation framework throughout our workforce. All compensation determinations are aimed at justly acknowledging and rewarding the value, qualifications, and significant contributions that our employees bring to their roles and to the company's achievements. We welcome your inquiries about our principles of pay equity, accompanying analyses, and associated procedures throughout the recruitment process.
