About the job
Join Mercury as an AI Solutions Architect, where you will be instrumental in enhancing our customer-facing chatbot and AI agent experience. In this key role, you will define strategic initiatives to optimize customer interactions with AI agents, ensuring an exceptional user experience. Your responsibilities will include targeted configuration of workflows, performance reviews, and quality coaching for ongoing improvement.
You will collaborate closely with teams across Customer Support Strategy and Operations, Engineering, Product, and external vendors to uphold a high standard of quality, safety, and trust in our AI solutions.
In addition to chatbot optimization, you will play a critical role in shaping the AI strategy within the Customer Support organization, creating best practices, and empowering your peers to explore AI solutions that boost team efficiency.

