Humach is a fast-growing company at the forefront of AI-powered customer experience. As an industry pioneer in work-from-home contact centers and digital agent solutions, we specialize in seamlessly blending human expertise with AI technology to enhance customer sales and support.

We are now hiring an AI Whisperer to ensure the quality and performance of our digital agent solutions. This role combines creativity and analytical skills to optimize conversational AI experiences, maintain accuracy, and drive innovation in customer engagement.

This is a fully remote position. Applicants must reside in IA, WI or TX to be considered.

Responsibilities include:

• Leverage established processes to develop testing scenarios for both pre- and post-launch phases of digital agent solutions.
• Execute QA test plans for digital agent workflows.
• Manage assigned workload within AI Whisperer workspace.
• Serve as the subject matter expert on all program-related materials and processes for assigned clients.
• Validate conversational logic, intent recognition, and response accuracy.
• Evaluate AI outputs for tone, accuracy, relevance, and clarity, ensuring compliance with brand guidelines and eliminating bias, toxicity, or hallucinations to deliver an exceptional customer experience.
• Identify, document, and track defects or inconsistencies.
• Collaborate with AI customer success managers, product managers, and engineers.
• Monitor analytics and user feedback to identify areas for improvement.
• Provide actionable recommendations for enhancements.
• Ensure compliance with accessibility standards, data privacy regulations, and ethical AI practices.
• Stay current on AI trends, tools, and best practices to continuously improve performance.
• Set and uphold exceptionally high standards, demonstrating precision in every task and a passion for going beyond expectations to deliver outstanding results.
• Demonstrate curiosity and a willingness to explore emerging tools and technologies.
• Adapt seamlessly to ambiguity, iterative development, and changing client or platform requirements.
• Take ownership and communicate proactively while collaborating effectively across technical and non-technical teams.

Qualifications:

• 5 years’ experience in a customer service role required.
• Knowledge of Microsoft Word, Excel and Outlook.
• Strong attention to detail and problem-solving skills.
• Excellent written communication and creative thinking skills.
• Familiarity with AI use cases in everyday life.
• Familiarity with QA tools and bug tracking systems preferred.
• Experience training, supervising, coaching, or mentoring in a contact center or customer service role preferred.

Humach offers a competitive compensation and benefits package, including medical, dental, 401k, life insurance, paid time off and much more. If you're ready to take your customer service experience to the next level, we would love to hear from you! 

Humach is an equal opportunity employer. We provide equal opportunity to all applicants based on qualifications, regardless of race, color, religion, age, sex, national origin, disability, pregnancy or childbirth, veteran status, genetic information, citizenship, or any other group protected by federal, state, or local laws and regulations. Humach participates in E-Verify to confirm employment eligibility for new hires. Successful candidates will be subject to a background check. 

Note: All correspondence from Humach regarding this position will be sent from a humach.com or humach.hire.trakstar.com email domain. Please do not respond to emails from any other similar domain asking you to respond with information and/or to complete a questionnaire.