AI Trainer (Conversational AI)

TL;DR

AI Trainer (Conversational AI): Developing and optimizing AI agent experiences for customer self-service with an accent on prompt engineering, conversational quality, and performance analytics. Focus on reducing hallucinations, improving intent recognition, and translating conversational data into actionable training plans.

Location: Hybrid in Toronto, Ontario, Canada

Salary: $124,000 — $186,000 CAD

Company

Okta is a leader in identity and access management, securing AI and human identities through trusted, neutral infrastructure.

What you will do

• Own the AI agent's conversational quality, tone, and ethical guardrails to prevent hallucinations.
• Develop and deploy advanced prompt engineering techniques and conversational flows.
• Analyze performance metrics like deflection rates and CSAT to create optimization plans.
• Identify content gaps and misclassifications in the knowledge base through conversation reviews.
• Collaborate with Content and CX teams to translate customer insights into AI training strategies.
• Stay current with latest trends in conversational AI and machine learning.

Requirements

• Proven experience in AI training, prompt engineering, or NLP for enterprise support systems.
• Strong analytical skills for interpreting large sets of conversational data.
• Proficiency with enterprise AI platforms such as Dialogflow, IBM Watson, or Rasa.
• Excellent written communication skills with a professional tone.
• Must be based in or able to work in a hybrid model in Toronto, Canada

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• RRSP with company match.
• Equity, bonuses, healthcare spending, and telemedicine.
• Paid time off (PTO) and parental leave.
• Immersive in-person onboarding experience.