ADT is looking to improve customer experience through initiatives in artificial intelligence, digital self-service, and the Salesforce platform. This role will analyze AI performance, enhance self-service tools, and optimize conversational flows to achieve these goals.
Requirements
- Familiarity with Salesforce; Salesforce Administrator Certification or completion of relevant Trailhead modules preferred
- Salesforce certifications or demonstrated proficiency with Salesforce tools
- Academic or professional coursework in Artificial Intelligence concepts and applications
- Experience with big data tools or platforms (e.g., Hadoop, Spark, NoSQL)
Responsibilities
- Analyze AI interactions to identify quality issues and optimization opportunities
- Conduct QA reviews of conversational flows and dialogue performance
- Assist in designing and improving digital self-service tools
- Manage and edit knowledge articles, including AI format conversion
Other
- Strong communication skills, with the ability to clearly present findings and propose solutions
- Analytical mindset with strong problem-solving skills and attention to detail
- Passion for improving customer experience through thoughtful, user-centric solutions
- Currently pursuing a Bachelor’s or Master’s degree in a relevant field, with a graduation date between December 2026–August 2027
- Background in customer service or call center environments
