AI Optimization Analyst; Non-Technical

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Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions.

The AI Optimization Analyst is a critical specialist responsible for taking full ownership of the credit union’s AI-driven member and staff experiences, directly influencing millions of interactions each year. The role serves as the primary expert on AI agent performance, using strategic analysis of conversational data to enhance accuracy, efficiency, and brand alignment with a goal to continuously improve the member experience and frontline productivity.

• Owns and manages the end-to-end performance of the credit union’s AI self-service and internal support agents with a primary focus on Kore.ai.
• Develops and maintains documentation for prompts, workflows, standards, and performance metrics.
• Analyzes conversational data and system analytics to identify trends, gaps, and improvement opportunities.
• Implements and refines prompt-engineering best practices to enhance clarity, accuracy, and efficiency in AI responses.
• Ensures all AI-generated interactions reflect the credit union’s brand voice, service standards, and member-first philosophy.
• Assists in the process of monitoring and maintaining ethical guardrails, preventing hallucinations, incorrect assumptions, and off-brand behavior.
• Continuously tunes and optimizes AI agent workflows, response logic, and model-driven capabilities.
• Partners closely with the AI Solutions Architect to define, prioritize, and bring new AI use cases to life.
• Designs and executes comprehensive testing plans, including leading UAT efforts to validate and approve all new features, prompts, and conversational flows.
• Collaborates with business units and frontline teams to understand needs and translate them into AI enhancements.
• Tracks and reports on KPIs such as containment, accuracy, satisfaction, escalation drivers, and operational impact.
• Stays informed on AI trends and emerging capabilities, proactively recommending strategic improvements to maximize member and staff value.

• Assists with other tasks and projects as assigned.

• Must have a strong understanding of conversational AI systems (e.g., AI, NLP, and intent-based bot frameworks).
• Must have expertise in prompt engineering and the ability to craft clear, effective, and optimized AI instructions.
• Must have analytical skills to interpret conversational data, identify patterns, and translate insights into actionable improvements.
• Ability to manage tone, style, and brand voice across AI-generated interactions.
• Must have the ability to understand all business processes within the credit union and how to integrate AI solutions that improve member experience and organizational efficiency.
• Must have knowledge of ethical AI principles, including bias prevention, guardrail creation, and hallucination mitigation.
• Must have experience with UAT processes, including test planning, execution, and validation.
• Must have strong collaboration and communication skills to work effectively with technical teams, business partners, and frontline staff.
• Must have the ability to translate business needs into functional AI requirements and conversational design elements.
• Must have familiarity with analytics platforms (e.g., dashboards, reporting tools, or conversation intelligence systems).
• Must have a problem-solving mindset, with the ability to diagnose issues and propose creative, scalable solutions.
• Must have strategic thinking skills to identify new use cases and guide long-term AI evolution.
• Must have attention to detail, especially in reviewing AI responses, workflows, and system changes.
• Must have an understanding of user experience (UX) and conversational design principles.
• Must have the ability to manage multiple priorities in a fast-moving, innovation-focused environment.
• Must have a curiosity and continuous-learning mindset to stay current on emerging AI capabilities and best practices.
• Must be able to work…