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Senior AI Builder and Analyst, Customer Support
Posted last month
About the role
- Senior AI builder and analyst creating support workflows, QA tooling, and operational reporting. Clio’s legal AI platform helps legal professionals and firms work smarter.
Responsibilities
- Design, build, and continuously refine AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management
- Own technical builds including prompt design, workflow logic, stack integrations, and ongoing tuning
- Partner with leaders across Support, TechEsc, CSOps, and WFM to identify and prioritize AI tools that outperform manual processes
- Optimize and maintain AI-assisted QA tooling that converts conversation and case data into quality and DSAT insights
- Work closely with the QA program owner
- Design dashboards and reporting that make quality trends visible to frontline leaders
- Build and automate reporting on SLA, occupancy, utilization, shrinkage, and repeat contact metrics
- Translate data into actionable recommendations for leadership
- Partner with People/TAcq, Finance, and Product to align tools with business growth and workforce planning needs
Requirements
- 4+ years of experience working in a contact center or SaaS support environment
- Hands-on experience building AI-assisted workflows or tools, including prompt engineering, agentic workflows, AI QA scoring, or similar
- Strong reporting and data visualization skills using Looker, Salesforce, or advanced Excel/Sheets
- Comfort with SQL or willingness to get there fast
- Working knowledge of core WFM and QA metrics, including SLA, AHT, shrinkage, occupancy, utilization, DSAT, and repeat contact
- Track record of translating complex, technical work into something a non-technical stakeholder can act on
- Bias for action and comfort operating without a lot of structure
- Experience with Talkdesk, Service Cloud, or a comparable contact center platform is a bonus
- Exposure to building or evaluating AI teammates or agentic tooling in a live operational environment is a bonus
Benefits
- Competitive, equitable salary
- Top-tier health benefits
- Dental insurance
- Vision insurance
- Hybrid work environment
- Flexible time off policy, with an encouraged 20 days off per year
- $2000 annual counseling benefit
- RRSP matching
- RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
- Accessibility accommodations during the recruitment process
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