Monitor student-facing AI agent performance across all lifecycle stages, including prospect, applicant, and current student, identifying coverage gaps, outdated content, or degraded response quality and resolving or escalating as appropriate.

Maintain portal environments, such as Salesforce Experience Cloud, by keeping page content, navigation, component configurations, and resource links current and functional.

Conduct regular quality assurance checks across digital experience touchpoints, documenting findings and coordinating with the Digital Experience Analyst on remediation.

Triage and track logged AI agent failures or escalated student interactions, maintaining a record of issues and resolutions to support systemic pattern identification.

Maintain system documentation, configuration records, and process change logs to ensure institutional knowledge is current and accessible.

Perform routine data hygiene and integrity checks in support of AI and portal systems, flagging anomalies for review.

Serve as the first point of contact for day-to-day platform questions from internal end-users, resolving routine issues and escalating complex ones appropriately.

Lead assigned institutional initiatives and projects, including work that may extend beyond the position’s primary portfolio as organizational needs evolve.

UNITY ENVIRONMENTAL UNIVERSITY INSTITUTIONAL RESPONSIBLITIES:

• Stay open to counterintuitive ideas and direct feedback. Unity employees are expected to think creatively and remain open to approaches that challenge initial instincts or traditional methods. Taking direction, seeking clarity, and executing with precision are critical to moving innovative work forward.
• Work confidently with AI, digital tools, and emerging systems. As a technology-enabled institution, Unity expects all employees to adopt a growth mindset around digital tools. This includes using AI systems to enhance productivity and decision-making, as well as learning new platforms and processes with curiosity and accountability.
• Deliver results in a fast-paced, evolving environment. Agility, resilience, and follow-through are essential. Employees must remain focused on outcomes even as priorities shift, iterating quickly and adjusting to change without losing momentum.
• Communicate with clarity and consistency. Strong written and verbal communication, including the ability and willingness to engage professionally by phone, video, and digital channels is essential. Employees must document decisions, convey key information clearly, and support alignment across teams.
• Model integrity and professionalism in all aspects of work. Every employee is responsible for upholding high ethical standards, demonstrating sound judgment, and maintaining an ownership mindset when it comes to their role and results.
• Own the accuracy of your work. While Unity equips employees with advanced systems and AI-enhanced tools, the responsibility for quality, precision, and correctness rests with the individual. Attention to detail and proactive error-checking are non-negotiable.
• Demonstrate a commitment to sustainability in all aspects of work. This includes responsible stewardship of resources, strategic decision-making, and ensuring long-term institutional impact.
• At Unity, we encourage input, feedback, and collaboration from all employees, your perspective matters. However, once a decision has been made, employees are expected to act as an extension of their supervisor’s bandwidth, carrying out directives with clarity, consistency, and precision. We do not operate in independent silos; instead, we emphasize cross-functional collaboration and shared accountability.
• Perform other duties as assigned.

Qualifications

REQUIRED QUALIFICATIONS

To be successful in this position you must be able to execute each of the position specific responsibilities while meeting the position expectations.

Additionally, the position specific education, skills and competencies listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodations may be made upon approval by the supervisor and Human Resources, to enable individuals with disabilities to perform the essential functions.

POSITION SPECIFIC EDUCATION, SKILLS AND COMPENTCIES:

Required:

• Experience in a technology, digital operations, or systems support role, preferably in higher education, admissions, or a student services environment.
• Demonstrated ability to perform quality assurance, content maintenance, and accuracy audits consistently and with strong attention to detail.
• Familiarity with CRM platforms, Salesforce preferred, and comfort working within structured digital systems and workflows.
• Working knowledge of AI concepts and tools, including conversational AI or chatbot platforms.
• Strong organizational skills with the ability to manage recurring maintenance tasks, track issues, and follow through on resolution.
• Effective written communication skills, with the ability to maintain clear documentation and process records.
• Valid Maine Driver's License with a good driving record.

Preferred:

• Bachelor's degree in information systems, data analytics, communications, education, or a related field.
• Experience with Salesforce Experience Cloud or similar portal platforms.
• Experience with Salesforce Flow or similar automations.
• Familiarity with AI agent configuration, prompt management, or knowledge base authoring.
• Experience with Microsoft Excel, Google Sheets, or similar tools for data tracking and reporting.

WORK SCHEDULE / AVAILABILITY REQUIREMENTS

Work hours are specific to the requirements of this position and can include days, evenings, and weekends as scheduled by their supervisor to best support students. Working extended hours required as needed. Must be flexible and cooperative in fulfilling responsibilities and meeting the Institution’s needs. Although Unity Environmental Unive rsity employees are generally scheduled to work at their specifically assigned locations, there are times when travel is necessary, and employees are required from time to time to attend events, meetings, or work temporary assignments at any Unity Environmental University location.

PHYSICAL DEMANDS

While performing the duties of this job, it is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk. The employee must occasionally lift and/or move up to 40 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The use of either hand for repetitive movements such as grasping, grasping and turning, and fine manipulation is required as is the ability to use the telephone for internal and external communications.

ENVIRONMENTAL CONDITIONS

Work is performed mostly in an office setting. The noise level in the work environment is normally moderate. Exposure to changes of temperature or humidity 1-33% of the time.

Monitor student-facing AI agent performance across all lifecycle stages, including prospect, applicant, and current student, identifying coverage gaps, outdated content, or degraded response quality and resolving or escalating as appropriate.

Maintain portal environments, such as Salesforce Experience Cloud, by keeping page content, navigation, component configurations, and resource links current and functional.

Conduct regular quality assurance checks across digital experience touchpoints, documenting findings and coordinating with the Digital Experience Analyst on remediation.

Triage and track logged AI agent failures or escalated student interactions, maintaining a record of issues and resolutions to support systemic pattern identification.

Maintain system documentation, configuration records, and process change logs to ensure institutional knowledge is current and accessible.

Perform routine data hygiene and integrity checks in support of AI and portal systems, flagging anomalies for review.

Serve as the first point of contact for day-to-day platform questions from internal end-users, resolving routine issues and escalating complex ones appropriately.

Lead assigned institutional initiatives and projects, including work that may extend beyond the position’s primary portfolio as organizational needs evolve.

UNITY ENVIRONMENTAL UNIVERSITY INSTITUTIONAL RESPONSIBLITIES:

• Stay open to counterintuitive ideas and direct feedback. Unity employees are expected to think creatively and remain open to approaches that challenge initial instincts or traditional methods. Taking direction, seeking clarity, and executing with precision are critical to moving innovative work forward.
• Work confidently with AI, digital tools, and emerging systems. As a technology-enabled institution, Unity expects all employees to adopt a growth mindset around digital tools. This includes using AI systems to enhance productivity and decision-making, as well as learning new platforms and processes with curiosity and accountability.
• Deliver results in a fast-paced, evolving environment. Agility, resilience, and follow-through are essential. Employees must remain focused on outcomes even as priorities shift, iterating quickly and adjusting to change without losing momentum.
• Communicate with clarity and consistency. Strong written and verbal communication, including the ability and willingness to engage professionally by phone, video, and digital channels is essential. Employees must document decisions, convey key information clearly, and support alignment across teams.
• Model integrity and professionalism in all aspects of work. Every employee is responsible for upholding high ethical standards, demonstrating sound judgment, and maintaining an ownership mindset when it comes to their role and results.
• Own the accuracy of your work. While Unity equips employees with advanced systems and AI-enhanced tools, the responsibility for quality, precision, and correctness rests with the individual. Attention to detail and proactive error-checking are non-negotiable.
• Demonstrate a commitment to sustainability in all aspects of work. This includes responsible stewardship of resources, strategic decision-making, and ensuring long-term institutional impact.
• At Unity, we encourage input, feedback, and collaboration from all employees, your perspective matters. However, once a decision has been made, employees are expected to act as an extension of their supervisor’s bandwidth, carrying out directives with clarity, consistency, and precision. We do not operate in independent silos; instead, we emphasize cross-functional collaboration and shared accountability.
• Perform other duties as assigned.

Qualifications

REQUIRED QUALIFICATIONS

To be successful in this position you must be able to execute each of the position specific responsibilities while meeting the position expectations.

Additionally, the position specific education, skills and competencies listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodations may be made upon approval by the supervisor and Human Resources, to enable individuals with disabilities to perform the essential functions.

POSITION SPECIFIC EDUCATION, SKILLS AND COMPENTCIES:

Required:

• Experience in a technology, digital operations, or systems support role, preferably in higher education, admissions, or a student services environment.
• Demonstrated ability to perform quality assurance, content maintenance, and accuracy audits consistently and with strong attention to detail.
• Familiarity with CRM platforms, Salesforce preferred, and comfort working within structured digital systems and workflows.
• Working knowledge of AI concepts and tools, including conversational AI or chatbot platforms.
• Strong organizational skills with the ability to manage recurring maintenance tasks, track issues, and follow through on resolution.
• Effective written communication skills, with the ability to maintain clear documentation and process records.
• Valid Maine Driver's License with a good driving record.

Preferred:

• Bachelor's degree in information systems, data analytics, communications, education, or a related field.
• Experience with Salesforce Experience Cloud or similar portal platforms.
• Experience with Salesforce Flow or similar automations.
• Familiarity with AI agent configuration, prompt management, or knowledge base authoring.
• Experience with Microsoft Excel, Google Sheets, or similar tools for data tracking and reporting.

WORK SCHEDULE / AVAILABILITY REQUIREMENTS

Work hours are specific to the requirements of this position and can include days, evenings, and weekends as scheduled by their supervisor to best support students. Working extended hours required as needed. Must be flexible and cooperative in fulfilling responsibilities and meeting the Institution’s needs. Although Unity Environmental Unive rsity employees are generally scheduled to work at their specifically assigned locations, there are times when travel is necessary, and employees are required from time to time to attend events, meetings, or work temporary assignments at any Unity Environmental University location.

PHYSICAL DEMANDS

While performing the duties of this job, it is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk. The employee must occasionally lift and/or move up to 40 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The use of either hand for repetitive movements such as grasping, grasping and turning, and fine manipulation is required as is the ability to use the telephone for internal and external communications.

ENVIRONMENTAL CONDITIONS

Work is performed mostly in an office setting. The noise level in the work environment is normally moderate. Exposure to changes of temperature or humidity 1-33% of the time.