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Truliant Federal Credit Union · 2 weeks ago

AI Optimization Analyst (Non-Technical)

Winston-Salem, NC

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Truliant Federal Credit Union is dedicated to improving lives by prioritizing member service and providing straightforward financial solutions. The AI Optimization Analyst will take ownership of the AI-driven member and staff experiences, focusing on enhancing performance and efficiency through strategic analysis and collaboration with technical teams.

Banking

Growth Opportunities

H1B Sponsor Likely

Responsibilities

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

Implement sand refine 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

Qualification

Conversational AI systemsPrompt engineeringAnalytical skillsUser acceptance testing (UAT)Ethical AI principlesAnalytics platformsUser experience (UX)CuriosityCollaboration skillsCommunication skillsProblem-solving mindsetStrategic thinkingAttention to detailContinuous learningInterpersonal skills

Required

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 in a team environment, with strong collaborative skills

Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, mature, flexible, respectful

Must be able to work in a general office environment

Must be flexible and able to shift resources and priorities as required

Must be able to complete all assignments with minimal supervision

Should possess a strong commitment to providing excellent service to Truliant's members

Bachelor's degree required in a relevant field such as Business Administration or Information Systems

2–5 years of experience working with conversational AI platforms, generative AI systems, NLP technologies, or intent-based bot frameworks (e.g., Kore.ai, Dialogflow, Genesys, or similar) required

Demonstrated experience in prompt engineering, AI response tuning, or bot conversation strategy required

Hands-on experience leading or contributing to user acceptance testing (UAT), including test planning, scenario design, execution, and validation required

Experience partnering with technical roles, such as AI engineers, product owners, or solutions architects, to translate business needs into functional requirements required

Preferred

Background working in financial services, credit unions, banking, customer experience design, or regulated environments is a plus

Benefits

No-cost employee Medical, dental, vision coverage

Prescription benefits (including mail order)

Paid holidays and Paid Time Off (PTO)

401(k) plan with contribution matching

Paid community involvement volunteers hours

Paid group life Insurance

Teammate loan discounts

Tuition reimbursement

Short and long-term disability

Health & Wellness program

Teledoc (physician video conferencing)

Onsite fitness facilities or health club reimbursement

Employee Assistance Program (EAP)

Medical flexible spending account

Dependent care flexible spending account

Company

Truliant Federal Credit Union

Truliant is federally insured by the National Credit Union Administration and is an Equal Housing Lender

Founded in 1952

Salem, Oregon, USA

501-1000 employees

https://www.truliantfcu.org/

H1B Sponsorship

Truliant Federal Credit Union has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (3)

2021 (2)

2020 (1)