Conversational AI Specialist

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Role Overview

The Conversational AI Specialist is responsible for designing, managing, and advancing ID.me’s chatbot ecosystem within the Support function. This role blends technical execution, conversational design, and applied AI expertise to deliver seamless, scalable member support experiences. The Specialist will lead chatbot flow development and optimization, own performance metrics, and prototype new use cases to expand automation across the business.

The ideal candidate will be detail-oriented, motivated, flexible, and adaptable, with a strong drive to learn and expand their skillset. They will thrive in a fast-paced environment, take ownership of results, and collaborate effectively across teams to deliver meaningful improvements to member experience.

This is a fully onsite position based at ID.me’s headquarters in McLean, Virginia, Tampa, Florida, or Mountain View, California.

Responsibilities:

• Manage chatbot initiatives end-to-end, including flow design, testing, and iteration.
• Enhance chatbot performance by improving resolution rates, streamlining escalations, and adapting to evolving member needs.
• Track, analyze, and report on chatbot KPIs (e.g., containment rate, resolution rate, escalation volume, satisfaction) and use insights to drive continuous improvements.
• Prototype and evaluate new use cases to expand chatbot automation, ensuring scalability and alignment with organizational goals.
• Collaborate cross-functionally with Support, Product, and Engineering teams to align chatbot initiatives with broader strategy.

Required Education & Experience:

• Bachelor’s degree in Business, Communications, Computer Science, or related field.
• 1+ years of professional experience with chatbot platforms, conversational AI, or automation workflows, with a strong motivation to expand expertise and quickly adopt new tools.
• 1+ years of experience utilizing analytical skill sets to track KPIs and using data insight to drive improvements.
• 1+ years utilizing a Mac or PC operating system.
• 1+ years of experience using Google Suite and/or Microsoft Office Suite.

Preferred Experience:

The qualifications below are ideal, but not all are required. We encourage candidates to apply if they satisfy some, but not all of the qualifications.

• Experience developing chatbot flows or owning conversational AI initiatives.
• Experience with large language model (LLM) prompt engineering and retrieval-augmented generation (RAG).
• Experience with entry-level coding via JavaScript language
• Experience with conversational AI Chatbot platforms – preferred platform Verint

Skills & Competencies:

• Ability and willingness to work in-office five days per week.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously.
• Excellent analytical skills to interpret performance data and translate insights into actionable improvements.
• Strong written and verbal communication skills and comfort engaging with senior leadership
• Results-oriented mindset with an intense focus on achieving both short and long-term goals
• Ability to thrive in a fast-paced environment when there are changing priorities 
• Ability to be a team player with a strong, self-managing work ethic

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

ID.me applicants must be able to pass a background check including: criminal background and a review of credit reports (not credit scores).

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.