Okta
Join to apply for the
AI Trainer
role at
Okta .
About Okta Okta is The World’s Identity Company.
We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.
The Team You’ll be joining our Okta Customer Acceleration organization, a high‑impact team focused on defining and optimizing the self‑service journey for our customers across Knowledge, Online Support, and Communities. Our mission is to transform the customer experience by enabling efficient, accurate, and engaging self‑service solutions.
The Opportunity We’re looking for an experienced
AI Trainer and Optimization Analyst
to take full ownership of our customer support agentic experiences. This critical specialist role offers the chance to directly influence millions of customer interactions annually.
Implement prompt engineering best practices.
Ensure the agent provides accurate, efficient, and on‑brand support.
Manage the bot’s tone and ethical guardrails to prevent hallucination and incorrect assumptions.
Think bigger to bring new, strategic ideas for leveraging the agentic experience for maximum customer impact.
What You’ll Be Doing
Conversational Quality & Tone:
Own the AI agent’s output, managing content, tone, and ethical guardrails to ensure responses are accurate, on‑brand, and avoid inappropriate or incorrect assumptions and hallucination.
Prompt Engineering & Training: Develop, test, and deploy advanced prompt engineering techniques, training materials, and conversational flows to enhance the AI agent’s accuracy, intent recognition, and overall effectiveness.
Performance Analysis & Optimization: Monitor and analyze AI agent performance metrics, including deflection rates, resolution rates, and CSAT scores, translating data into actionable training and optimization plans.
Gap Identification & Remediation: Review and categorize high‑volume AI conversations to identify new customer intents, common misclassifications, and critical content gaps in the knowledge base that require remediation.
Strategic Collaboration: Work closely with Content, Knowledge, and Customer Experience teams to understand common customer issues and translate insights into strategic AI training plans, focusing on high‑ticket volume areas.
Continuous Improvement: Maintain and update conversation scripts to reflect product and policy changes, and continuously identify and report on agent bugs, system gaps, and potential escalation areas.
Thought Leadership: Stay current with the latest trends and technologies in conversational AI, machine learning, and prompt engineering, bringing new ideas and strategic proposals to the table.
What You’ll Bring To The Role
Deep Conversational AI Experience: Proven experience in AI training, prompt engineering, NLP, or conversational design, specifically for customer support or enterprise service systems.
Analytical Rigor: Strong analytical skills with proven ability to interpret large sets of conversational data and performance metrics to derive actionable insights.
Platform Proficiency: Familiarity with major AI conversational platforms (e.g., Dialogflow, IBM Watson, Rasa, or similar).
Technical Communication: Excellent written communication, keen eye for detail, and the ability to write clear, concise, helpful responses.
Ecosystem Understanding: Ability to understand the broader online customer support ecosystem, ensuring an integrated omnichannel experience.
Strategic Mindset: Proactive, problem‑solving approach with the ability to think bigger and bring new, strategic ideas.
Benefits
Amazing Benefits
Making Social Impact
Developing Talent and Fostering Connection + Community at Okta
Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower employees to work productively in a setting that best suits their needs.
Some roles may require travel to one of our office locations for in‑person onboarding.
Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.
If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.
#J-18808-Ljbffr
AI Trainer
role at
Okta .
About Okta Okta is The World’s Identity Company.
We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.
The Team You’ll be joining our Okta Customer Acceleration organization, a high‑impact team focused on defining and optimizing the self‑service journey for our customers across Knowledge, Online Support, and Communities. Our mission is to transform the customer experience by enabling efficient, accurate, and engaging self‑service solutions.
The Opportunity We’re looking for an experienced
AI Trainer and Optimization Analyst
to take full ownership of our customer support agentic experiences. This critical specialist role offers the chance to directly influence millions of customer interactions annually.
Implement prompt engineering best practices.
Ensure the agent provides accurate, efficient, and on‑brand support.
Manage the bot’s tone and ethical guardrails to prevent hallucination and incorrect assumptions.
Think bigger to bring new, strategic ideas for leveraging the agentic experience for maximum customer impact.
What You’ll Be Doing
Conversational Quality & Tone:
Own the AI agent’s output, managing content, tone, and ethical guardrails to ensure responses are accurate, on‑brand, and avoid inappropriate or incorrect assumptions and hallucination.
Prompt Engineering & Training: Develop, test, and deploy advanced prompt engineering techniques, training materials, and conversational flows to enhance the AI agent’s accuracy, intent recognition, and overall effectiveness.
Performance Analysis & Optimization: Monitor and analyze AI agent performance metrics, including deflection rates, resolution rates, and CSAT scores, translating data into actionable training and optimization plans.
Gap Identification & Remediation: Review and categorize high‑volume AI conversations to identify new customer intents, common misclassifications, and critical content gaps in the knowledge base that require remediation.
Strategic Collaboration: Work closely with Content, Knowledge, and Customer Experience teams to understand common customer issues and translate insights into strategic AI training plans, focusing on high‑ticket volume areas.
Continuous Improvement: Maintain and update conversation scripts to reflect product and policy changes, and continuously identify and report on agent bugs, system gaps, and potential escalation areas.
Thought Leadership: Stay current with the latest trends and technologies in conversational AI, machine learning, and prompt engineering, bringing new ideas and strategic proposals to the table.
What You’ll Bring To The Role
Deep Conversational AI Experience: Proven experience in AI training, prompt engineering, NLP, or conversational design, specifically for customer support or enterprise service systems.
Analytical Rigor: Strong analytical skills with proven ability to interpret large sets of conversational data and performance metrics to derive actionable insights.
Platform Proficiency: Familiarity with major AI conversational platforms (e.g., Dialogflow, IBM Watson, Rasa, or similar).
Technical Communication: Excellent written communication, keen eye for detail, and the ability to write clear, concise, helpful responses.
Ecosystem Understanding: Ability to understand the broader online customer support ecosystem, ensuring an integrated omnichannel experience.
Strategic Mindset: Proactive, problem‑solving approach with the ability to think bigger and bring new, strategic ideas.
Benefits
Amazing Benefits
Making Social Impact
Developing Talent and Fostering Connection + Community at Okta
Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower employees to work productively in a setting that best suits their needs.
Some roles may require travel to one of our office locations for in‑person onboarding.
Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.
If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.
#J-18808-Ljbffr