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Role Overview

As aGenAI Tuning Analyst, you willbe responsible forthe continuous improvement, accuracy, and "brand voice" of our Generative AI deployments within the Contact Center ecosystem, including agentic bots. You will work at the intersection of data science, linguistics, and customer operations to ensure our AI agents and agent-assist tools provide precise, empathetic, and compliant resolutions.

This role requires aprofessional learner; ahigh-signal individual who pairs raw brainpower and adaptability with the hunger to master the evolving science of AI performance.

Your goal is to transform generic LLMoutputinto specialized,contactcenterdomain-aware intelligence.

Key Responsibilities

• RLHF & Quality Calibration:LeadReinforcement Learning from Human Feedback (RLHF)cycles. You will review AI-generated outputs and "grade" them based on accuracy, empathy, and adherence to compliance protocols.

• Participate inCustomerTuningmonthlymeetingspertaining toa complete suiteof USANAI ProductSpecificdeployments.

• Performance Monitoring:Define and track AI-specific KPIs, such asHallucination Rate,Refusal Rate, andIntent Accuracy, alongside traditional metrics likeFirst Contact Resolution (FCR).

• Bias & Safety Guardrails:Implement and monitor safety filters to ensure the AIremainsneutral,avoidsprohibited topics, and protects PII (Personally Identifiable Information).

• Cross-Functional Collaboration:Partner with Subject Matter Experts (SMEs) in Legal, Compliance, and Operations to translate business policy into technical model constraints.

• Prompt Engineering & Optimization:Iterate on complex system prompts to guide LLM behavior for specific contact center use cases (e.g., automated summaries, live chat responses, and knowledge base retrieval).

• Data Curation:Identifyand curate high-quality "golden datasets" from historical call transcripts and chat logs tobe usedfor fine-tuning and few-shot prompting.

Ideal CandidateSkills

Analytical Pattern Recognition:Naturallyidentifiespatterns in data and customer language, using strong data and business analytics skills to interpret trends and organize information effectively.

Customer-facingskills for both the supervisory and executive sponsors of AI deployed in USAN's cloud contact center offerings.

Comfort with Ambiguity:Able to make thoughtful decisions in gray areas, applying sound judgment todeterminehow conversational intents shouldbe categorized, merged, or preserved.

Curiosity About Customer Communication:Interested in how customers naturally express their needsandareable totranslate that language into meaningful insights for AI optimization.

Process Improvement Mindset:Enjoys working with data repeatedly while finding smarter waysprocessandanalyzingit,such as building Excel formulas, spotting systematic issues, and improving workflows.

Trust-Based Collaboration:Builds credibility and trust with clients and internal teams while working collaboratively to improve AI performance and data quality.

Functional Requirements Writing:Translate customer feedback into actionable product improvements by gathering input, researching root causes, writing clear technical requirements for developers, and analyzing post-update results (e.g., for agent scorecards/GenAI tools) before returning changes to the customer.

Required Qualifications

Experience

• 1-2 years in AI/NLP, Data Analysis, high-level Contact Center Operations.
• Analyzing Intent Accuracy toidentifygaps in the AI's natural language understanding (NLU/NLP).
• UAT Support: Experience assisting in User Acceptance Testing for new AI features or tool rollouts.
• Secondary experience in Quality Assurance is a plus.

Technical Skills

• Proficiencyin prompt engineering techniques (Chain-of-Thought, Few-Shot, ZeroShot).
• Basic understanding of LLM architectures (GPT-4, Claude, Llama).
• Skilled at identifyingtrends in customer interaction data to suggest process improvements.

Communication

• Exceptional written and verbal communication skills with an obsession over tone, grammar, and brand consistency.
• Ability to act as a bridge between technical teams and frontline operations.
• Moderate customer meetings to align with company direction on our AI tools.

Preferred "Bonus" Skills

• Experience withRAG (Retrieval-Augmented Generation)frameworks.

• Background in Linguistics or Cognitive Science.

• Experience with data visualizationtools (Tableau/PowerBI)and basic SQL to pull interaction data.

• Familiarity with Contact Center platforms (e.g.,Amazon ConnectWorkspaces,Salesforce Service Cloud, Genesys, Nice, or HubSpot).

Why This Role Matters

In the modern contact center, the AI isthefirst impression. The Tuning Analyst ensures that impression is not just intelligent, but human-centric and helpful.

Job Benefits:
Healthcare benefits
401K plan
Paid company holidays
Paid vacation
Business casual work environment
Annual performance based bonus program

Company Description

United States Advanced Network, In. (USAN) is a privately held corporation based out of Norcross, GA (a suburb of Atlanta, GA). USAN is an AWS Advanced Tier Partner specializing in Amazon Connect, helping organizations design and deploy scalable, AI-driven customer interactions that accelerate time to value and maximize ROI. With over 35 years of deep contact center expertise, USAN delivers modern agentic CX solutions and a white-glove approach to optimizing and managing cloud contact center environments through its managed services.

For more information, please visit us at www.usan.com