Content Engineer - Agent Deployment

** Looking for candidates located in the Chicago or San Francisco Region only.

At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.

By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care

As a Content Engineer you specialize in Prompt Engineering, No-Code Tooling, and Kibana.  The Content Engineer will play a pivotal role in developing LLM applications, designing prompts and optimize contextual results, and expanding our prompt library to enhance real world use cases. They will develop and refine AI prompts and responses to improve engagement relevance and overall customer experience. The Content Engineer will work closely with cross-functional teams to review the performance of our voice AI agents for our customers. You will be identifying issues and trends and preparing comprehensive reports for both internal teams and clients. This role is critical in maintaining our service quality and driving continuous improvement in our product.

• Partner with the product owners and engineering leads to support the end to end vision of the product
• Collaborate with other content engineers to make decisions around information structure, relationships and strategy
• Coach other business leads and stakeholders on the values and methods of design thinking to solve user needs and realized business goals while also supporting the product design culture
• Demonstrate stakeholder management skills, including effectively managing expectations and obtaining agreement on key objectives.  
• Scale our solutions through component based approaches, leveraging and advancing our design system and refining our delivery process as appropriate.  
• Support a collaborative, transparent, and high performing team environment by leading with a positive, results oriented attitude that contributes to a culture built on resilience, great communication and mutual respect
• Use data and experimentation in the design process to deliver intended outcomes
• Promote open discussions of new ideas, though issues, and contrasting points of view
• Lead training sessions on GPT & Kibana tools for relevant team members
• Communicate with engineering on code related roadblocks and following up when deadlines are not met
• Own and manage the growth of our prompt library, ensuring it meets the evolving needs of our users.  
• Conduct extensive testing of prompts to evaluate their performance, making data-drive adjustments to enhance accuracy and efficiency.  
• Manage and refine virtual voice agents to optimize inbound and outbound customer interactions, improving both customer service and sales conversion rates.
• Utilize Kibana to design and optimize dashboards and visualizations, ensuring they are user-friendly and data-driven
• Rapidly testing and iterate on GPT prompts and no code tooling to gather user feedback, refine concepts and validate the usability of the product.  
• Shadow product users and iterate on AI to better fit use cases
• Advance conversational AI and new functionality to improve our navigation programs
• Plan and conduct usability testing sessions to gather valuable insights and incorporate user feedback into design iterations
• Build out GPT prompts across all operational business units
• Create campaign infrastructure/automation in the PRM
• Build out new content for new and existing customers across the company
• Stay up to date with industry trends, best practices and emerging technologies in data visualization and no-code tooling to continually improve our products

Requirements

Minimum Required Qualifications:

• Bachelor’s degree in related field (UX/UI design, Interaction Design, HCI, Computer Science) or equivalent experience
• Proven experience with GPT (or similar AI content generation technologies and Kibana)
• Strong knowledge of Elasticsearch and its integration with Kibana
• Ability to communicate complex technical topics clearly and concisely
• Experience interfacing with customers in a high-capacity and significantly driving the adoption of the product
• Experience with no-code or low-code platforms
• Experience with project man