VIZIO is seeking an AI Specialist I to support and maintain the quality and reliability of their AI-powered customer service workflows and virtual agents, aiming to enhance customer experiences through innovative technology.
Requirements
- Experience with bug reporting and tracking tools (Salesforce, TestRails, or similar platforms).
- Basic understanding of AI-powered customer service workflows and virtual agents.
- Knowledge of QA testing processes and methodologies.
- Demonstrated ability to translate qualitative and quantitative feedback into actionable reports.
- Familiarity with VIZIO troubleshooting standards and hands-on experience with VIZIO TVs and sound bars.
- Implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
- Knowledge of accessibility best practices
Responsibilities
- Review daily feedback from customer surveys, quality audits, and VIZIO Tech Support representatives regarding AI agent performance and behavior.
- Analyze feedback to identify issues, write clear and detailed bug reports, and submit to CSAI engineering for resolution.
- Conduct comprehensive tests on new AI builds to verify bug fixes, ensuring readiness for production deployment using TestRails.
- Perform simulated jailbreak attacks and vulnerability testing on AI agents to ensure robustness and safety.
- Analyze the impact of changes to AI agents on containment rates, CSAT (Customer Satisfaction), and other key performance metrics.
- Apply VIZIO troubleshooting standards to diagnose and validate issues, leveraging your expertise with VIZIO TVs and sound bars.
- Maintain accurate records of feedback, bug reports, and test results using Salesforce and TestRails.
Other
- Strong analytical and problem-solving skills; ability to quickly identify, investigate, and document issues.
- High attention to detail and organizational skills.
- Excellent written and verbal communication skills; able to convey technical information to non-technical audiences.
- Ability to work independently and as part of a collaborative, cross-functional team.
- Adaptable and proactive, with a continuous improvement mindset.
