AI Knowledge Base Analyst III

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview.

As part of EchoStar’s App Development & Experience (ADX) team within Customer Experience Operations (CXO), the AI Knowledge Base Analyst III shifts the focus from writing for humans to structuring knowledge for artificial intelligence. The position solves critical AI performance challenges by ensuring source content is logically chunked, accurate, and fully optimized for retrieval by generative AI tools and the new agent desktop. By bridging the gap between frontline agent feedback and AI retrieval accuracy, this role directly improves automated bot responses and removes operational obstacles across all lines of business.

What Success Looks Like (Objectives):

• Architect AI-optimized content using GPT best practices, including Markdown, key-value pairs, atomic writing, and semantic chunking to drive accurate chatbot retrieval
• Analyze over 100,000 weekly GPT prompts to perform root-cause analysis on poor or incorrect AI responses and deploy content fixes
• Translate frontline agent workflow pain points into actionable knowledge base content updates that align with departmental CXO performance goals
• Help define and pioneer best practices for knowledge management during the transition to a modern, AI-driven agent desktop environment
• Develop traditional support content using HTML and CSS for standard “how-to” articles, tools, and visual resources as needed
• Collaborate with business partners, subject matter experts, and developers to ensure knowledge base accuracy and seamless system integration

• Exceptional written communication abilities tailored for machine ingestion, atomic writing principles, and AI retrieval optimization
• Advanced analytical troubleshooting expertise with a detective mindset to diagnose and fix broken source content in AI output loops
• High adaptability and a growth mindset to navigate technical ambiguity and evolving agent desktop technologies
• Technical proficiency in markup and formatting languages, including Markdown, AI prompt logic, HTML, CSS, and JavaScript
• Strong cross-functional collaboration and empathy to effectively gather requirements from subject matter experts and frontline agents
• Demonstrated track record of optimizing support systems, designing structured content, and driving operational efficiency in complex support environments, * Bachelor’s Degree from a four-year college or university, or an equivalent combination of education and experience
• 4 years of experience in related content architecture, knowledge base management, or support operations roles
• Must have experience with:
• Markdown, HTML, CSS, and JavaScript
• Semantic chunking, atomic writing, and AI content structuring
• Prompt logic analysis and technical troubleshooting

We offer meaningful health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career opportunities, and a flexible time away plan. Review a benefits summary here: EchoStar Benefits

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies. Compensation is based on the role’s location and is subject to change.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.