Agentic AI Analyst

Overview

Invoca is the leading AI-powered conversation intelligence platform. We empower marketing, sales, customer experience, and contact center teams to unlock the intent and insights within every customer interaction – driving better customer experiences, increased revenue, and improved operational efficiency. Join our dynamic, fast-growing team, where innovation and collaboration are at the core of our culture.

The Opportunity: As an Agentic AI Analyst at Invoca, you will play a pivotal role in shaping and refining the emerging category of agentic AI applications. Within our Product organization, you'll collaborate closely with a cross-functional team – including Product Managers, Engineers, Data Scientists, and Customer Success – to identify, evaluate, and operationalize innovative agentic use cases that directly improve customer outcomes and advance Invoca's strategic AI vision.

This role requires hands-on experience working with agentic AI systems in real or near-production environments, including multi-step reasoning agents, tool-using agents, and human-in-the-loop workflows. This is an opportunity to grow your product skillset at the intersection of customer needs, agentic AI system design, and real-world AI performance. You will contribute to building new features, evaluating agent performance in production, and distilling insights from field engagements and system data to inform product priorities.

You should bring strong problem-solving ability, curiosity around emerging AI capabilities, and confidence working across stakeholders to translate ambiguity into clarity and execution.

• Drive Customer Discovery & Use Case Validation: Engage directly with GTM, Sales Engineering, and Customer Success teams to uncover high-value customer problems. Evaluate agentic AI fit by mapping use cases to operational workflows and measurable outcomes.
• Analyze Product Usage & Behavioral Signals: Investigate call transcripts, user interactions, and system behavior logs to surface automation opportunities. Identify usage patterns, drop-off points, and signals that inform future agentic capabilities.
• AI Agent Design and Evals: Design, evaluate, and iterate on agentic AI behaviors, including planning logic, tool invocation, state management, and human-in-the-loop decision points.
• Prototype and Scope New AI Agent Concepts: Collaborate with Product and Engineering to define and scope early-stage agentic solutions. Translate customer insights and system data into experiment-ready prototypes, beta features, or refined prompt workflows.
• Monitor AI Agent Performance in Production: Track and interpret key metrics—such as task completion rates, fallback frequency, and customer feedback—to assess agent efficacy and prioritize improvements.
• Refine Prompts, RAG Strategies & Tooling: Partner with engineering and ML teams to optimize agent behaviors. This includes improving prompt engineering, adjusting retrieval strategies, or enhancing integrations with internal tools.
• Identify and Resolve Agentic Edge Cases: Systematically uncover and document edge cases, unintended behaviors, and regression risks. Work cross-functionally to triage issues and ensure stability of agent interactions in production.
• Document Agent Workflows & Best Practices: Own the creation and maintenance of internal documentation for agent designs, expected behaviors, and troubleshooting guides. Maintain and evolve internal playbooks for reuse and scale.
• Enable Cross-Functional Teams & Customers: Support Product Marketing and Enablement by developing clear collateral and training on agentic AI features. Act as a product representative in customer meetings, agile ceremonies, and internal demos.

• 3+ years of experience in product, analytics, or technical customer-facing roles within SaaS or enterprise software.
• Practical experience with agentic AI systems in production/near-production, including multi-step reasoning, tool-use, and human-in-the-loop agents.
• Familiarity with LLMs, prompt design, or AI orchestration frameworks (e.g., Lang Chain, Lang Graph) is a strong plus.
• Demonstrated ability to work independently on medium-scope…