Conversational AI Specialist (On-Site)

Summary: Own the performance of the AI customer service agent by auditing interactions, optimizing LLM prompts, and refining handoff boundaries to maximize resolution rates and ensure accurate customer support.

Who We Are:

At Integra, we are a team of relentless innovators driven by a passion to push boundaries, move fast, and redefine what’s possible in consumer goods. Headquartered in Dania Beach, Florida, with key operations in Ohio, we thrive on agility-pivoting with purpose, taking bold risks, and continuously raising the bar for modern product innovation.

We engineer cutting-edge digital platforms and scale high-performance products across online marketplaces, mobile, social, and retail channels. As the engine behind category-defining brands like L’ange and OFIR, Integra Beauty is actively paving the way for unlimited brand incubation. Every product we launch and every platform we build is rooted in an unwavering focus on the consumer experience and a drive for real, measurable results. We want to continue to grow our team of exceptional talent that is action-oriented, adapts effortlessly to shifting landscapes, and are ready to shape the future of modern consumer brands!

About The Role:

You will own the performance of our AI customer service agent, built on Siena AI. Your core benchmark is resolution rate: the percentage of customer conversations the AI handles accurately and autonomously from start to finish without requiring human intervention. In this role, you will audit live customer interactions, identify failure patterns, and rapidly execute solutions- whether that means rewriting LLM prompts, clarifying internal business policies, or refining handoff boundaries.

The Ideal Candidate:

• Strong writing skills. You’ve written product documentation, knowledge base articles, help articles, FAQs, or marketing copy.
• Prompt authoring experience. You know how to write prompts for LLMs, especially declarative constraints and conditional statements. You also understand, at least roughly, how these models behave and why they fail.
• CX platform experience. You’ve worked hands-on in Gladly, Zendesk, Gorgias, or similar.
• DTC e-commerce knowledge. You’re familiar with Shopify, orders, shipping and tracking, returns, product subscriptions, and similar systems.
• Risk judgment. You can tell a question the AI should answer from one that needs a human, and you err on the side of protecting the customer and the company.
• Collaboration. You communicate clearly with frontline agents and leadership, and you know when an issue is beyond your scope.

### Duties and Responsibilities

• Monitor AI conversation outcomes, find failure patterns, and prioritize fixes by impact.
• Review automated conversations and change the LLM prompts to fix an issue or steer future conversations.
• Write prompts for new customer intents using declarative constraints and conditional logic.
• Turn loosely documented business rules into consistent written policies the AI can follow. Ask the right questions when the rules are unclear.
• Decide when the AI should hand off to a human instead of answering. This matters most for product-safety complaints, money disputes, and anything it isn’t authorized to promise.
• Maintain knowledge content. Write and update the help articles, FAQs, and policy documentation the AI draws on.
• Take issue reports from CX agents, keep CX leadership updated on performance and changes, and escalate technical issues to the right team.

### Qualifications

• 1–3+ years of experience in AI Prompt Engineering, Conversational Design, or Technical Writing within an e-commerce environment and experience within corporate Customer Experience (CX).
• Demonstrated hands-on experience writing prompts for LLMs using conditional logic, system instructions, and negative/declarative constraints, with a clear understanding of LLM limitations and hallucination patterns.
• Hands-on experience working within enterprise CX and ticketing platforms (e.g., Zendesk, Gorgias, Gladly, or similar platforms).
• Strong operational understanding of DTC e-commerce tools, specifically Shopify Plus, order processing, shipping/tracking APIs, returns/exchanges, subscriptions, and ERP order flows (e.g., NetSuite).
• Exceptional written communication skills with experience drafting FAQs, knowledge bases, customer-facing policies, or product documentation.
• Keen ability to discern routine queries suitable for AI resolution from sensitive issues requiring human empathy, brand protection, or executive escalation.
• Proven ability to work cross-functionally alongside frontline CX agents, fulfillment supervisors, and executive leadership.

### Preferred Qualifications

• Direct experience configuring, tuning, or administering Siena AI or similar e-commerce automated AI agents (e.g., Gorgias AI, Gladly AI, Sierra).
• Experience in DTC Beauty, Personal Care, Hair Care, or Consumer Goods (CPG) ecosystems.
• Familiarity with fulfillment center operations, warehouse management systems (WMS), or physical order assembly workflows.

### Benefits

• Medical, Dental, Vision, Life Insurance
• 401k plan
• Additional Opt-In Insurances
• Vacation + Sick Time Pay
• L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!

### Key Integra Competencies (All candidates are expected to demonstrate, regardless of role)

• Action Oriented
• Situational Adaptability
• Drives Results

### Role-Specific Competencies to Emphasize

• Cultivates Innovation & AI Adoption
• Optimizes Work Processes
• Communicates Effectively
• Customer Focus
• Problem Analysis & Critical Judgment