AI Prompter

About the role

The AI Prompter is responsible for creating, documenting, maintaining, and optimizing prompts for the Customer Service (CS) AI application. This role plays a critical part in ensuring high-quality AI-generated responses while continuously improving efficiency, scalability, and cost-effectiveness. As part of the CS AI Product Team within the eCommerce department, the AI Prompter designs and refines prompts to maximize response accuracy, reduce AI hallucinations, and optimize token usage. The role also focuses on developing reusable prompt frameworks that can be deployed across different Large Language Models (LLMs), minimizing dependency on any single AI provider and ensuring long-term scalability.

Key responsibilities

• Create, document, maintain, and optimize prompts for the Customer Service AI application.
• Continuously improve prompt performance to maximize response accuracy and minimize AI hallucinations.
• Optimize token usage and reduce operational costs while maintaining high-quality AI outputs.
• Develop reusable and scalable prompt frameworks that can be applied across multiple countries, sales channels, and use cases.
• Test and evaluate prompts across different Large Language Models (LLMs) to determine the best cost-to-quality ratio.
• Monitor AI response quality, performance metrics, and prompt effectiveness, and implement improvements based on insights.
• Collaborate with cross-functional teams to ensure prompts align with business requirements, customer experience goals, and established business logic.
• Work closely with the CS AI Product Team to identify opportunities for improvement and ensure successful implementation of AI solutions.
• Proactively identify, communicate, and resolve performance issues, risks, and operational impediments.
• Maintain accurate and up-to-date documentation for all prompts, testing results, optimization initiatives, and best practices.

About you

• Strong analytical and problem-solving skills.
• Experience working with AI tools, chatbots, Large Language Models (LLMs), or prompt engineering.
• Ability to evaluate AI outputs and improve response quality through structured testing and optimization.
• Excellent documentation and communication skills.
• Comfortable working with data, performance metrics, and continuous improvement initiatives.
• Ability to collaborate effectively with technical and non-technical stakeholders.
• Passion for AI, automation, and enhancing customer experiences through innovative technology.