Senior AI Specialist
Job description
About the role
Senior AI Specialist
Workflow & AI-Ops Owner
Doctolib is seeking a Senior Customer Care AI Specialist (x/f/m) for a Berlin-based role. The company is transitioning into an AI-native organization and is redesigning workflows at speed. This position is central to executing that shift, acting as both the technical implementer and the AI-Ops owner for AI-driven productivity across Operations and Customer Success. You will be responsible for turning high-level ambitions into reliably functioning, autonomous workflows that maintain strict quality standards. Your work will directly support Doctolib's mission of improving healthcare access for everyone.
Your Core Responsibilities
You will lead a full end-to-end redesign of mission-critical operations and customer success workflows. Instead of automating existing steps in isolation, you will analyze processes, identify tasks with low judgment requirements, and replace them with AI agent-based solutions. Your focus will be on achieving high levels of autonomy while ensuring output quality. You will treat each workflow as a product, setting baselines and continuously refining performance.
This involves building and operating AI agents on platforms such as Dust and Claude. For each agent, you will define a clear baseline and relevant metrics covering benefit, usage, and scalability. You will manage the entire lifecycle, from initial design through production deployment and ongoing optimization.
A significant part of the role centers on knowledge and context management. You will curate the specific context agents need, ranging from templates to core data, prioritizing quality over quantity. You will ensure that all knowledge sources in Confluence, Drive, and Salesforce remain current, accurate, and well-structured.
You will also define quality standards and establish evaluation routines to catch issues such as hallucinations or prompt drift early. Through systematic user feedback and A/B testing, you will continuously refine prompts and agent behavior. This requires a strong commitment to measurement and iteration.
You will own the integration between CRM systems like Salesforce and Doctolib's AI platforms. This includes automating data flows and collaborating closely with IT to uncover new data sources that enhance agent capabilities. As a central point of contact, you will translate business requirements into technical solutions for leadership, product, and IT teams.
In doing so, you will提升 AI fluency across the team, particularly in areas of context handling, agent management, and evaluation. Rather than creating new KPIs, you will measure the success of AI initiatives using existing metrics related to time, quality, and cost. This will guide the scaling of new features and workflows.
Profile and Expectations
Doctolib values potential over years of experience. The ideal candidate brings a strong learning velocity and a product-minded approach. You have built real products quickly, understood what failed and why, and explained those outcomes clearly. You are comfortable making decisions in ambiguous situations and taking full ownership of problems from start to finish.
You must be able to define quality benchmarks and measure agent performance objectively. Success in this role depends on your ability to turn complex technical details into understandable narratives for non-technical stakeholders. You should care deeply about process quality, evaluation methods, and context management.
Required Capabilities
- Rapid mastery of new domains and the ability to ship functional AI products that customers use.
- A clear understanding of agent failures, including hallucinations, prompt drift, and outdated data, plus proven solutions.
- End-to-end responsibility for problems, balancing autonomy with cross-functional coordination.
- Clear communication of technical concepts to diverse audiences, including leadership.
Additional Experience
Hands-on familiarity with agent evaluation frameworks and prompt optimization techniques is valued.
Practical Information
Please confirm all details on the official application page. This role is a full-time, permanent position based in Berlin with a compensation range of 60,000 to 80,000 EUR and requires three to five years of relevant experience.