Technical Lead, Customer Service AI

CX AI Technical Analyst 

Location: Atlanta, GA (Hybrid, 2–3 days onsite)
Contract Type: Long-term W2 Contract  

About the Role 

We’re looking for a Customer Experience (CX) AI Technical Analyst to help enhance and scale an internal AI platform, an evolving tool that leverages AI to improve customer support operations. This role sits at the intersection of customer service and technology, focused on implementing, optimizing, and maintaining AI-powered workflows that make our support experience faster, smarter, and more consistent. 

This role will work closely with cross-functional partners in Product, Engineering, and Customer Support to ensure our knowledge base, automations, and data processes are accurate, efficient, and aligned with business needs. If you’re someone who enjoys solving problems, building structure around new tools, and ensuring technology truly serves customers, this is an opportunity to make an immediate impact. 

Responsibilities  

AI Tool Implementation & Enhancement 

• Support the continued development and rollout of an interna AI-powered support agent. 

• Partner with technical and operations teams to implement automation that improves customer support workflows. 

• Maintain and enhance integrations between Salesforce, Jira, and knowledge management tools. 

• Troubleshoot and resolve process issues when AI automations or workflows break. 

• Collaborate with the vendor team and internal stakeholders to refine AOPs (Agent Operating Procedures) and ensure the AI agent delivers accurate, high-quality responses.
   

Knowledge Management & Automation 

• Automate content creation and updates within the knowledge database including transforming Jira tickets or release notes into publish-ready help articles through Salesforce workflows. 

• Consolidate and structure data across multiple databases to ensure consistent, up-to-date information is available for both agents and customers. 

• Work with Product and CX leaders to identify areas where AI can reduce case intake and improve response quality. 

Customer Support Operations 

• Support day-to-day customer service processes and ensure smooth integration between AI tools and human workflows. 

• Analyze QA results and case data to measure how well AI automations are performing. 

• Collaborate with the Customer Support team to ensure changes driven by AI enhancements align with operational best practices. 

• Provide feedback and insight from the CX side to help the AI and Product teams improve functionality and customer outcomes. 

Experience 

• Experience in customer support operations, CX analysis, or technical support, with a focus on process improvement or automation. 

• Direct experience implementing or supporting an AI agent—including configuration, testing, or enhancement of AI-driven workflows. 

• Hands-on experience working with Salesforce (CRM) and related automation or workflow tools. 

• Familiarity with AI tools, large language models (LLMs), and data workflow automation concepts. 

• Experience maintaining or enhancing integrations between systems such as Jira, Salesforce, and knowledge bases. 

• Strong analytical and problem-solving skills—able to identify issues, propose solutions, and execute with minimal supervision. 

• Excellent communication and documentation skills; able to translate technical information into clear, practical guidance for non-technical teams. 

• Comfort working in a fast-paced, multi-brand environment where priorities shift and initiative is valued. 

Nice to Have 

• Experience with Decagon or other AI agent platforms. 

• Knowledge of Vercel v0 or other modern low-code/no-code tools. 

• Previous experience automating QA or content workflows within customer support systems.
  
  The hourly pay rate range for this position is $40-$60/hour (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
  
  Synergis is proud to be an Equal Opportunity Employer.  We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
  
  Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
  
  For immediate consideration, please forward your resume to mgreen@synergishr.com
  
  If you require assistance or an accommodation in the application or employment process, please contact us at mgreen@synergishr.com.
  
  Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.