AI Enablement Specialist
Core
Testing, validating, and evaluating AI-driven self-service solutions to shift support scenarios from live contact center cases to scalable self-service resolutions.
Role type
AI Enablement Specialist (Self-Service & Contact Center Optimization)
Builds
Scalable AI-enabled self-service solutions and support content for heavy machinery customers
Domain
Heavy machinery / Industrial equipment / Customer Support
Deliverable
production ML models | product features | dashboards & analysis
Required skills
AI model evaluation, contact center operations, data analysis, self-service strategy, knowledge management, process documentation, cross-functional collaboration, business case development, automation workflow design, compliance monitoring
Preferred skills
Experience testing/validating AI agents or chatbots, Salesforce usage, contact center tools experience, building AI agents, BPO environment experience
Technologies
Microsoft tools (Word, PowerPoint, Excel), Salesforce, AI self-service platforms
Responsibilities
Test and validate AI-powered self-service solutions; Analyze case data and KPIs to identify shift-left opportunities; Collaborate with partners to convert case drivers into self-service content; Monitor AI containment and deflection metrics; Develop subject matter expertise in supported products and AI strategy; Maintain knowledge bases and support documentation; Streamline processes and improve AI performance; Benchmark automation performance against industry standards; Advocate for digital innovation culture; Gather feedback from frontline advisors to refine solutions
Seniority
Individual Contributor, mid-level specialist