AI Agent Creation & Development

• Establish foundational practices, standards, and processes for AI agent development, helping shape the framework and culture for future AI projects / team roles.

• Design and create actionable use cases / AI agents that drive customer engagement, from common FAQs to complex transactional workflows such as order management, repair scheduling, warranty verification, and troubleshooting appliance issues.

• Develop conversation flows and decision trees that reflect real-world customer needs and product intricacies, ensuring a seamless, human-like experience.

• Collaborate with product experts, engineers, and customer service teams to understand business requirements and translate them into practical, AI-driven use cases / agents for the contact center.

Bot Training & Optimization

• Work directly with AI models to build, continuously train, fine-tune, and improve natural language processing (NLP) and intent recognition to better understand and respond to customer inquiries.

• Review & share AI performance analytics, identify areas for improvement, and optimize responses for accuracy, relevance, and efficiency.

• Utilize feedback loops, user testing, and real-world interactions to iteratively enhance the bot’s capabilities and ensure high first-contact resolution (FCR) and customer satisfaction.

Transactional Capabilities & Automation

• Build and refine AI-driven transactional flows to enable the bot to carry out specific actions such as processing orders, issuing returns, and managing warranty claims or repair requests.

• Collaborate with cross-functional teams to integrate back-end systems (CRM, ERP, ticketing) to ensure the AI tool can execute real-world transactions and link them to the customer’s journey.

• Ensure that AI tools adhere to data security, compliance standards, and organizational guidelines while executing transactions on behalf of customers.

Collaboration with Stakeholders

• Work with the operations teams to identify key pain points in the customer journey that can be alleviated or streamlined through AI.

• Partner with DT (Digital Technology) function and data teams to ensure the smooth integration of AI-driven tools into the existing contact center platform, ensuring real-time synchronization and data accuracy.

• Support AI-related initiatives by acting as a subject matter expert on customer-facing AI tools, offering recommendations for both new use cases and scalability improvements.

• Ensure all AI implementations comply with DT (Digital Technology)-defined tools, frameworks, and governance standards.

Performance Monitoring & Continuous Improvement

• Monitor AI tool performance metrics (e.g., accuracy, containment rate, customer satisfaction) to evaluate effectiveness and identify new areas for enhancement.

• Create reports and dashboards that track the success of AI-driven use cases and identify opportunities for further optimization or feature development.

• Stay up to date with the latest trends in AI and NLP to recommend new features and capabilities that align with evolving customer needs and industry innovations.

• Minimum of 7 years of relevant experience including 2+ years of experience in AI use case development, conversational AI, or natural language processing for customer-facing solutions

• Hands-on experience working with AI chatbots or virtual assistants, including training models, creating conversational workflows, and improving customer interactions.

• Proficiency in designing conversation flows, decision trees, and designing systems that handle transactions and inquiries.

• Experience working with AI platforms such as those from Google, AWS, OpenAI, or others. 

• Strong understanding of customer service processes and the ability to translate complex customer needs into practical AI-driven solutions.

• Strong problem-solving skills and the ability to craft solutions that balance customer experience and business objectives.

• Highly organized and able to manage multiple AI use-case projects simultaneously.

• Deep understanding of the customer pain points and how AI can alleviate those in a meaningful way.

• Effective communicator who can clearly articulate technical concepts to non-technical stakeholders.

Preferred Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Engineering, Linguistics, or a related field.

• Familiarity with scripting languages (e.g., Python, JavaScript) to enhance bot functionalities and integrate APIs for transactional workflows.

• Experience working with a B2C contact center, especially in a consumer goods or appliance manufacturer environment.

• Knowledge of NLP models and how they can be fine-tuned for specific customer service applications.

• Background in customer journey mapping, process automation, or integrating AI with CRM systems (e.g., Salesforce).

• Passionate about continuous learning, especially in the AI/ML field, and driven by results.