AI Platform Administrator

Serves as the primary administrator and subject matter expert for the Digital Channels Experience (DCE) conversational AI platform, including Amelia AI and related automation solutions. Acts as a technical liaison between Digital Channels, Information Technology, business stakeholders, vendors, and end users to ensure conversational AI solutions are secure, reliable, compliant, and aligned with organizational objectives.

Responsible for the configuration, implementation, testing, optimization, and ongoing support of AI-powered member interactions across digital and voice channels. Collaborates with internal departments to review business requirements, evaluates technical feasibility, develops conversation flows, maintains knowledge bases, and designs, develops, implements, and supports API integrations between Amelia and enterprise systems. Oversees platform performance, user experience, integration effectiveness, security controls, and governance standards while ensuring compliance with regulatory, privacy, and information security requirements

Serves as the subject matter expert and primary technical contact for conversational AI technologies, workflow automation, prompt design, conversation design, API development, system integration, knowledge management, and AI-driven member service solutions. Provides technical guidance for platform questions, support needs, future build requests, and ongoing enhancement work while developing and maintaining integrations between conversational AI platforms and enterprise applications. Supports the delivery of secure, scalable, and reliable self-service capabilities that enhance member experience and operational efficiency.

Job Description

Essential Duties and Responsibilities

• Administers, configures, maintains, and optimizes Amelia AI and related conversational AI platforms across digital and voice channels, ensuring reliability, performance, and alignment with business objectives.
• Builds and maintains conversational workflows, prompt designs, dialog paths, intents, automations, and knowledge base content that support accurate, effective, and compliant member interactions.
• Leads the design, development, testing, implementation, and support of API integrations between Amelia AI and enterprise applications, digital banking platforms, authentication services, core systems, and third-party solutions.
• Maintains the API connections, workflow automations, authentication methods, data mappings, and system interfaces needed to keep conversational AI functionality operating effectively.
• Reviews business and functional requirements for technical feasibility, integration approach, system impact, and alignment with architecture, security, and support standards.
• Validates conversational workflows, prompts, dialog paths, APIs, integrations, and system enhancements through unit, integration, regression, user acceptance, and end-to-end testing to confirm functionality, accuracy, reliability, and compliance.
• Uses platform performance, conversational effectiveness, integration health, automation metrics, utilization trends, and user experience indicators to identify optimization opportunities and drive continuous improvement.
• Troubleshoots platform, workflow, API, authentication, data exchange, and integration issues.
• Documents technical specifications, integration details, workflow diagrams, prompt designs, dialog logic, testing artifacts, support procedures, and operational standards for ongoing reference and support.
• Maintains governance over AI knowledge repositories, business rules, content sources, FAQs, and conversation standards to preserve accuracy, consistency, and compliance.
• Works with business units and subject matter experts to keep knowledge assets current and improve conversational experiences over time.
• Manages platform upgrades, releases, patches, implementations, and vendor-supported enhancements through readiness validation and production stability checks.
• Ensures conversational AI solutions meet regulatory, privacy, security, and data governance requirements, including controls for authentication, authorization, logging, masking, data retention, and privacy protection.
• Contributes to security reviews, audits, compliance assessments, risk management activities, and remediation efforts tied to AI platforms and integrations.
• Serves as the primary technical contact for platform questions, support needs, future build requests, and guidance related to conversational AI functionality, workflow design, prompt design, deterministic conversation logic, integrations, reporting, and best practices.
• Creates training materials, operational procedures, reporting tools, and support resources that promote effective platform use and knowledge transfer.
• Prepares reporting for leadership and stakeholders on performance, utilization, adoption, operations, and integration-related activity.
• Assesses emerging AI, automation, integration, and digital service technologies and recommends enhancements that improve member experience, operational efficiency, and self-service capabilities.
• Supports strategic initiatives, vendor evaluations, platform roadmaps, and AI governance work with technical expertise and practical implementation recommendations.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

4 Year / Bachelors Degree - Information Technology, Computer Science, Software Engineering, Management Information Systems, or a closely related field - Required

Experience Requirement

• 3 Years - Responsible experience administering, configuring, implementing, or supporting conversational AI platforms, digital banking systems, workflow automation solutions, or related enterprise applications - Required
• 5 Years - Experience developing, implementing, and supporting APIs, system integrations, web services, or automated workflows - Required
• 5 Years - Experience performing system testing, integration testing, user acceptance testing, implementation support, and production support activities - Required
• 5 Years - Experience troubleshooting application, integration, workflow, and production support issues - Required

Additional Education/Experience

• Experience with REST APIs, JSON, XML, OAuth, SSO, web services, and modern integration methodologies - Preferred
• Experience building and supporting integrations between enterprise applications and third-party platforms - Preferred
• Experience supporting conversational AI, chatbot, virtual assistant, digital banking, contact center, or member self-service technologies - Preferred
• Experience with software development lifecycle methodologies, release management, and change management processes - Preferred
• Experience working within regulated financial services, banking, or credit union environments - Preferred

Skills/Abilities

• Practices, methods and terminology applicable to monitoring and operation of data center hardware and software including standard scheduling, backup and control processes.
• Applicable hardware and software characteristics, operating environments, commands and structures as they apply to assigned responsibilities.
• Methods and techniques of troubleshooting to determine causes of computer hardware and software problems and device errors and failures.
• Uses a variety of scripting languages to meet automation needs.
• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Resolve problems utilizing advanced knowledge and experience.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in a typical technology office environment.

Redstone Federal Credit Union 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, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.