Analyst II

Job Duties and Responsibilities

As part of Echo Star's App Development & Experience (ADX) team, Knowledge Solutions is an integral part of the company's Customer Experience Operations (CXO) organization. The rapid evolution of generative AI tools and AI-driven agent desktops requires a fundamental shift from traditional writing to structured, machine‑readable knowledge architecture. This role addresses the critical challenge of AI retrieval inaccuracies by transforming raw, unstructured data into logically chunked, highly optimized source content.

Through the analysis of massive weekly prompt volumes and direct integration of frontline agent feedback, the selected candidate will systematically eliminate gaps in AI‑generated answers. This work directly empowers frontline customer service agents across multiple lines of business by building the high‑performing content foundation necessary for world‑class AI interactions.

• Write and structure knowledge base content using GPT best practices—including Markdown, key‑value pairs, atomic writing, and semantic chunking—to ensure seamless ingestion by AI chatbots.
• Analyze high-volume prompt analytics to perform root‑cause analysis on poor AI responses, pinpointing and correcting underlying content gaps.
• Translate direct feedback from frontline agents into actionable content updates that continuously improve the usability of AI tools.
• Pioneer content strategies for a modern, evolving agent desktop, establishing new best practices in an ambiguous, rapidly shifting technology environment.
• Design standard supporting tools, "how‑to" articles, and visual resources using HTML, CSS, and traditional technical writing techniques when required.
• Partner with cross‑functional subject matter experts and developers to ensure absolute accuracy and alignment of stored information.

• Professional expertise in atomic writing principles, semantic chunking, and structuring content specifically for machine readability and generative AI ingestion.
• Strong critical thinking and analytical abilities to perform root‑cause analysis on AI response failures and trace issues back to source data gaps.
• High adaptability and a growth mindset to navigate technical ambiguity and thrive while helping to build new processes in an evolving ecosystem.
• Technical proficiency in web formatting languages such as Markdown, HTML, and CSS, along with a strong interest in learning AI prompt logic and JavaScript.
• Exceptional collaborative and interpersonal skills to engage effectively with stakeholders across all organizational levels, from frontline agents to senior leadership.

• Bachelor’s Degree in Communications, English, Information Technology, or a related field (or an equivalent combination of education and experience).
• 4 years of experience in technical writing, content design, or knowledge management
  • Markdown and structured content formatting.
  • Traditional web front‑end elements (HTML and CSS).
  • Generative AI tool interaction or prompt‑based content optimization.

Visa sponsorship not available for this role.

Compensation: $63,150.00/Year - $90,000.00/Year

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here:
Echo Star Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Candidates need to successfully complete a pre‑employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to…