AI Configuration Specialist – LLM Controls & Governance

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Job Role:

1. Configure and manage AI tools (e.g., ChatGPT, Claude) for internal and client-facing use

2. Design and implement AI guardrails and controls, including:

• System instructions and prompt frameworks
• Output formatting and response constraints
• Use-case-specific behavior rules
• Escalation triggers for sensitive or complex scenarios

3. Develop and maintain standardized prompt libraries for different business functions (e.g., tech support, billing, escalations)

4. Test AI outputs and continuously refine prompts to improve:

• Accuracy
• Tone and brand alignment
• Risk and compliance adherence

5. Set up access controls and usage guidelines for teams using AI tools

6. Monitor usage and performance; identify gaps and optimize configurations

7. Partner with Operations and Client Services to translate workflows into AI-assisted processes

8. Train internal teams on proper and effective use of AI tools

Qualifications:

1. 2–4+ years experience in operations, tech support, process improvement, or similar roles

2. Hands-on experience using AI tools such as ChatGPT or Claude in a business setting

3. Strong understanding of:

4. Prompt engineering (practical, not theoretical)

5. AI output behavior and limitations

6. Workflow/process design

7. Experience creating SOPs, playbooks, or structured workflows

8. Strong written communication skills (critical for prompt design)

9. Detail-oriented with a strong quality control mindset

10. Ability to think in workflows and structure AI behavior accordingly

11. Strong judgment in identifying risks, edge cases, and failure points

12. Practical problem-solving (less theory, more execution)

Optional:

1. Experience in a BPO, customer support, or service operations environment

2. Exposure to AI governance, compliance, or quality assurance processes

3. Familiarity with automation tools (e.g., Zapier, Make) is a plus

4. Experience training or enabling teams on new tools or processes