Job Description
YOUR IMPACT STARTS HERE
We're seeking an AI & Automation Solutions Specialist to help Customer Care identify, build, deploy, and improve practical AI-enabled tools and automations. In this role, you'll partner with Customer Care leadership, process owners, IT, and Information Security to turn business needs into secure, reliable solutions that improve efficiency, accuracy, and the customer experience. You'll also support adoption by documenting solutions, coaching users, gathering feedback, and measuring business impact.
WHAT YOU'LL BUILD & OWN
AI Tool Development & Support
• Identify and deliver AI and automation opportunities that improve Customer Care efficiency, accuracy, and customer experience, prioritized with Customer Care leadership.
• Design, build, test, and deploy AI-enabled tools and workflows using approved platforms, including Microsoft 365 Copilot, Copilot Studio, Anthropic, Power Automate, SharePoint, and related technologies.
• Integrate solutions with Victaulic systems, including ERP, CRM, and eCommerce platforms, in compliance with IT security and data governance standards.
• Write, test, and refine prompts, instructions, and agent configurations to ensure consistent, reliable results.
• Support live tools by resolving issues, monitoring performance and accuracy, and managing enhancements and retirement.
• Assume ownership of existing Customer Care AI tools and automations; document and stabilize their connections, service accounts, and access.
Documentation & Enablement
• Create and maintain technical documentation for all AI tools, including design and configuration details, prompts and agent instructions, connections and access, test cases, and known limitations.
• Keep documentation current as tools change and maintain it in a central, easy-to-find location in accordance with Customer Care documentation standards.
• Partner with Center of Excellence training and process teams on tool rollouts by providing release notes, demonstrations, and real Customer Care examples for user training, and reviewing training materials for accuracy.
• Gather user feedback and usage insights to improve the tools.
AI Enablement & Team Feedback
• Coach team members on the effective and responsible use of AI.
• Facilitate AI working sessions and peer learning where team members can ask questions, share best practices, and learn from one another.
• Capture ideas and pain points from the team and help turn them into well-defined requests and improvements.
Governance & Collaboration
• Partner with the AI Governance team in IT and Information Security to ensure tools meet policies for data privacy, security, and acceptable use.
• Work with process owners to keep AI tools aligned with current procedures and system changes.
• Evaluate emerging AI capabilities and recommend where they could benefit Customer Care.
• Track and report adoption, accuracy, and business impact of live tools to Customer Care leadership.
• Manage tool requests and enhancements through Jira, ensuring on-time delivery and clear status communication.
Additional Responsibilities
• Uphold a positive attitude and enthusiastic demeanor to provide internal and external customers with the highest level of service.
• Partner with global Customer Care leaders to share best practices, standardize workflows, and introduce new process methodologies.
• Assist with tasks, projects, testing, and responsibilities assigned by the Customer Care management team.
• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by the team, Customer Care, and the organization.
• Assist other department disciplines as required to support the team, Customer Care, and Victaulic's global mission.
WHAT YOU BRING
• Demonstrated success improving or automating business processes, ideally with cross-functional exposure across Customer Care, Sales, Finance, or Operations. Real examples of AI tools, automations, or agents built, including AI-assisted solutions, may substitute for years of experience.
• Hands-on experience with generative AI tools and prompt design; comfort using AI to build and iterate on automations, agents, and simple applications; advanced Microsoft Office Suite skills; and working knowledge of ERP systems and web-based business platforms.
• Genuine enthusiasm for AI, with the initiative to stay current on new releases and capabilities through self-directed learning and quickly turn that learning into practical solutions.
• A strong bias toward action, with the ability to deliver working solutions, improve them based on user feedback, and see them through to completion.
• Ability to write clear, well-organized technical documentation and procedures.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences at all levels of the organization.
• A patient, approachable coaching style and the ability to guide others in using AI tools and building confidence.
• Ability to manage multiple tools and requests simultaneously, with strong organizational skills and attention to detail.
• A collaborative, adaptable, and dependable approach to working across Customer Care, IT, and cross-functional teams within IT security and data governance standards.
WHAT SETS YOU APART
• Prior Victaulic experience, including familiarity with BPCS and M3 order processes.
• Experience with Copilot Studio, Anthropic, Power Automate, SharePoint, or similar low-code platforms.
• Experience with APIs and a scripting language such as Python, JavaScript, or VBA.
• Experience mentoring, training, or leading learning programs.
• Change management and system adoption experience.
• Bachelor's degree in Business, Information Technology, or a related field.
WHAT WE OFFER
Build A Better Career
• Competitive compensation with performance-based incentives
• Career development programs and internal promotion pathways - we build from within
• Tuition reimbursement and continuous learning opportunities
Build A Better Future
• Comprehensive health, dental, and vision coverage
• Retirement savings plans with company match
• Life insurance and disability coverage
Build A Better You
• Paid time off, holidays, and flexible work arrangements where applicable
• Employee Assistance Programs (EAP) and wellness resources
• Inclusive, team-oriented culture where people look out for one another
Build A Better World
Join a company whose products contribute to a safer, more sustainable built environment every day.
