Customer AI Operations Engineer

Overview

Location: Hybrid Preferred (Minneapolis, MN or Denver, CO) | Remote Considered
Employment Type: Full-time

Are you passionate about ensuring AI solutions deliver real business value after deployment? Trissential is seeking a Customer AI Operations Engineer to join our client's team and take ownership of the operational success of enterprise AI agents, virtual assistants, and generative AI solutions in production. This is a unique opportunity to influence AI quality, governance, adoption, and business outcomes while partnering with product, engineering, operations, and business stakeholders.

What's in It for You?

• Be the operational owner of cutting-edge AI solutions used across a large enterprise environment
• Drive measurable improvements in AI quality, adoption, customer experience, and ROI
• Collaborate with Product, AI Engineering, Operations, Security, Governance, and business SMEs
• Gain exposure to Responsible AI practices, enterprise governance programs, and AI observability platforms
• Work in a highly visible role where your insights directly influence AI strategy and operational outcomes
• Opportunity to help define long-term AI operational standards and potentially transition into a permanent role

Your Role & Responsibilities

• Own the operational performance of AI-powered solutions after implementation and hypercare
• Monitor AI quality, response accuracy, relevance, compliance, adoption, and business outcomes
• Develop and maintain operational scorecards covering containment, satisfaction, escalation rates, retrieval effectiveness, response quality, latency, and utilization
• Review transcripts and AI conversations to evaluate accuracy, grounding, compliance, and overall response quality
• Investigate hallucinations, retrieval failures, misrouted interactions, prompt issues, knowledge gaps, and workflow breakdowns
• Manage and optimize Knowledge Hub performance through content gap analysis, search quality evaluations, source validation, and freshness monitoring
• Support Responsible AI monitoring activities including privacy validation, governance reporting, audit readiness, bias reviews, and guardrail compliance
• Coordinate incident investigations and identify root causes across business and technical teams
• Translate operational findings into prioritized backlog items for Product Owners and AI Engineering teams
• Measure and report value realization, including productivity gains, self-service adoption, customer outcomes, utilization metrics, and ROI
• Develop operational procedures, governance standards, and knowledge-transfer documentation to support long-term sustainability

Skills & Experience You Should Possess

• 5+ years of experience in technology operations, analytics, product operations, quality engineering, knowledge management, conversational AI, or a related field
• At least 2 years supporting AI agents, conversational AI platforms, virtual assistants, or generative AI solutions in a production environment
• Experience evaluating AI responses through transcript reviews, response grading, hallucination analysis, and quality scorecards
• Strong operational analytics experience with dashboards, KPIs, performance reporting, and trend analysis
• Knowledge of retrieval operations, search effectiveness, knowledge management, source validation, and content-gap analysis
• Experience investigating production incidents and driving root-cause analysis efforts
• Understanding of Responsible AI principles, governance frameworks, privacy considerations, and compliance monitoring
• Excellent communication skills with the ability to explain AI quality issues and business impacts to diverse stakeholders
• Strong documentation, organizational, and continuous-improvement capabilities

Bonus Points If You Have

• Experience supporting AI agents within customer service, customer operations, or contact center environments
• Hands-on experience with Microsoft Copilot Studio, Salesforce Agentforce, enterprise chatbot platforms, or related AI ecosystems
• Experience with AI observability tools, conversation analytics platforms, and evaluation frameworks
• Familiarity with Jira or similar work-management platforms
• Background working within regulated, utility, audit-sensitive, healthcare, financial services, or privacy-focused environments
• Experience supporting enterprise search and retrieval systems

Education & Certifications You Need

• Bachelor's degree in Information Technology, Computer Science, Business Analytics, Data Analytics, Engineering, or a related discipline, or equivalent practical experience
• Relevant certifications in Microsoft, Cloud Technologies, AI, IT Service Management, Product Operations, Analytics, or Data Management are beneficial
• Certifications are valued but do not replace hands-on production AI operations experience

What We Offer

At Trissential, we believe talented professionals should have meaningful opportunities to create measurable impact while continuing to grow their careers. By joining our client's team, you'll help shape the future of enterprise AI operations while…