Conversational AI Specialist
The Story Behind the Role
The role is fully onsite. What is the value of being in the office for a Conversational AI Specialist at ID.me?
As this role is deeply integrated with our core Support, Product, and Engineering teams, being onsite is crucial for rapid collaboration. You'll be designing, testing, and iterating on chatbot flows that have a real-time impact on our users. Direct access to team members allows for the kind of spontaneous brainstorming and problem-solving that is essential for building a seamless and intelligent conversational experience.
ID.me focuses on secure digital identity. How does the chatbot ecosystem you'd be managing contribute to that security mission?
The chatbot is often the first point of contact for our users and a key part of our 'No Identity Left Behind' mission. A well-designed conversational AI securely guides users through initial verification steps, provides accurate information to prevent phishing, and intelligently escalates sensitive cases to human agents. Your work directly reinforces the security and trustworthiness of our platform by ensuring this first interaction is both helpful and safe.
As the Conversational AI Specialist at ID.me, you will be responsible for designing, managing, and advancing our chatbot ecosystem. This role blends technical execution with conversational design to deliver seamless, scalable support experiences for our 140 million+ users. You will lead chatbot flow development, own performance metrics, and prototype new use cases to expand automation across the business. This is a fully onsite position based at one of our headquarters in McLean, VA, Tampa, FL, or Mountain View, CA.
What You'll Do
- Manage chatbot initiatives end-to-end, including flow design, testing, and iteration.
- Enhance chatbot performance by improving resolution rates and streamlining escalations.
- Track, analyze, and report on chatbot KPIs (e.g., containment rate, resolution rate) to drive continuous improvements.
- Prototype and evaluate new use cases to expand chatbot automation.
- Collaborate cross-functionally with Support, Product, and Engineering teams.
What You'll Need
- Bachelor’s degree in Business, Communications, Computer Science, or a related field.
- 1+ years of professional experience with chatbot platforms, conversational AI, or automation workflows.
- 1+ years of experience using analytics to track KPIs and drive improvements.
- Strong project management skills and the ability to thrive in a fast-paced, onsite team environment.
- Excellent written and verbal communication skills.
- **Preferred:** Experience with LLM prompt engineering, RAG, and/or basic JavaScript.