AI Trainer

Okta
Toronto
Workplace: HybridFull timeCAD 124,000 - 186,000 annuallyFunction: Education & TrainingSkills: ["Independence","Analytical thinking","Written communication","Problem-solving","Strategic mindset"]

Own and optimize the conversational quality of an AI customer support agent by leading prompt engineering, training, and ongoing performance improvements. Use conversational data and analytics to track deflection, resolution, and CSAT, then identify intent gaps and remediation opportunities. Partner with Content, Knowledge, and Customer Experience teams to update scripts, reduce hallucinations and incorrect assumptions, and bring strategic ideas to scale self-service impact.

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FursaFursa
Okta
Okta
1 month ago

AI Trainer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own and optimize the conversational quality of an AI customer support agent by leading prompt engineering, training, and ongoing performance improvements. Use conversational data and analytics to track deflection, resolution, and CSAT, then identify intent gaps and remediation opportunities. Partner with Content, Knowledge, and Customer Experience teams to update scripts, reduce hallucinations and incorrect assumptions, and bring strategic ideas to scale self-service impact.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Education & Training

Key Responsibilities

  • •Own conversational quality and tone, managing ethical guardrails to prevent hallucination and incorrect assumptions.
  • •Develop, test, and deploy prompt engineering techniques, training materials, and conversational flows to improve accuracy and intent recognition.
  • •Monitor and analyze AI agent performance metrics (deflection, resolution, CSAT) and translate results into training and optimization plans.
  • •Review and categorize high-volume AI conversations to identify new intents, misclassifications, and knowledge-base content gaps for remediation.
  • •Collaborate with Content, Knowledge, and Customer Experience teams to update scripts based on product/policy changes and surface agent bugs, system gaps, and escalation needs.

Pay and Benefits

Salary: CAD 124,000 - 186,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPensionPaid LeaveTelemedicine

Key Requirements

  • •Proven experience in AI training, prompt engineering, Natural Language Processing (NLP), or conversational design for customer support or enterprise service systems.
  • •Strong analytical skills to interpret conversational data and AI performance metrics to produce actionable insights.
  • •Familiarity with conversational AI platforms such as Dialogflow, IBM Watson, Rasa, or similar enterprise tools.
  • •Excellent written communication skills with attention to detail and ability to produce clear, helpful responses in a professional tone.
  • •Ability to understand the online customer support ecosystem and support an integrated omnichannel handoff between bot and human agents.
Experience:Customer supportConversational AINLPEnterprise supportAgentic AI
Skills:IndependenceAnalytical thinkingWritten communicationProblem-solvingStrategic mindset
Languages:English
Tech Stack:Prompt engineeringNatural Language Processing (NLP)NLPDialogflowIBM WatsonRasa

Company Brief

Okta
Provides identity and access management cloud solutions that help organizations secure and manage user authentication, single sign-on, multi-factor authentication, and lifecycle management across applications and devices.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn