Okta, Inc. - Senior AI Analyst, People Digital Solutions
Requirements
• As the subject matter expert for our AI solutions, you will analyze conversational insights, optimize AI performance, and ensure AI assistants deliver accurate, relevant, and trusted responses. You'll own the training and continuous improvement of AI-powered experiences—including an employee support chatbot, Agentic Coach, and future AI assistants—while partnering with cross-functional teams to enhance knowledge, self-service, and employee support. • Supporting Your Well-Being • Driving Social Impact • Developing Talent and Fostering Connection + Community • We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.
Responsibilities
• Train, test, and evaluate AI-powered assistants, chatbots, and agentic AI solutions to ensure accurate and reliable employee experiences. • Design and optimize prompts, conversational flows, intents, responses, and training scenarios across enterprise support platforms. • Evaluate AI outputs for accuracy, relevance, completeness, tone, and consistency while identifying and mitigating hallucinations, response gaps, or misinformation. • Monitor and analyze AI performance metrics such as containment, resolution, user satisfaction, engagement, and escalation rates; identify trends, emerging intents, knowledge gaps, and opportunities for automation from conversational data. • Create and maintain AI training materials, test cases, evaluation criteria, and sample conversations; partner with Knowledge Management teams to improve content quality, discoverability, and AI readiness; keep materials current as products, processes, and policies evolve. • Support testing and rollout of new AI capabilities and enhancements; provide insights and recommendations based on AI performance, user feedback, and analytics to drive continuous improvement across the People Organization. • Stay current with developments in generative AI, prompt engineering, conversational AI, agentic AI, and responsible AI; contribute ideas that improve employee self-service and digital support experiences.
Benefits
• This work requires a relentless drive to solve complex challenges with real-world stakes.
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