AI Conversation Designer

About DrFirst For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end-to-end solutions that enhance prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. Here you’ll get to work with some of the smartest and most interesting people around, solving unique and complex challenges in healthcare on a scale matched by few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you! Position Overview DrFirst has invested in AI enabled service delivery, and those investments are live and operational today across both customer facing and agent facing surfaces. This role reports to a Director in the Customer Operations organization and owns the customer facing side. You will own a stable, high performing AI bot that resolves customer inquiries, the quality assurance program that keeps its answers trustworthy, and a Help Center accurate and well structured enough to make both possible. The role sits in the Customer Support organization and rests on two capabilities held by the same person. The first is hands on Zendesk technical proficiency. The AI surfaces cannot be improved without understanding how the platform works underneath them. The second is the ability to use AI writing tools to produce accurate customer facing content, and to stand behind that accuracy for a prescriber and pharmacist audience. This is not a Zendesk administration role. It is an AI performance and content role that connects platform expertise to how DrFirst products work and how prescribers and pharmacists experience support. Platform depth is what we are hiring for. Product depth is what we will build with the person we hire. The agent facing AI suggestion tools that assist support agents mid ticket, Zendesk CoPilot and Auto Assist, are a separate workstream owned within Customer Operations Program Management. This role is the technical diagnostic partner to that work, not its owner. What you will work on Customer Facing AI Bot: Stability and Performance Own the iPrescribe and DrFirst US AI Bot as a product, not just a configuration. Monitor bot performance continuously across containment rate, escalation triggers, conversation quality, and intent coverage. Identify patterns in bot failures and escalations, and convert them into content and configuration fixes rather than reports. Maintain escalation logic and routing rules in close partnership with Zendesk Administration. Define…