Job Title: AI & Automation Specialist
Commitment: Full-Time
Seniority Level: Junior
The AI & Automation Specialist is a hands-on role responsible for deploying intelligent automation and AI-driven self-service solutions. The role focuses on designing, implementing, and maintaining AI tooling and workflow automation to improve operational efficiency, increase ticket deflection, and scale intelligent support capabilities across the organization.
- Monitor, maintain, and improve AI tooling.
- Continuously train and tune AI models using a clean, well-governed knowledge base and KCS workflow to maximize effectiveness.
- Drive initiatives to increase overall ticket deflection.
- Identify and implement flow and workflow automation using company-owned tools.
- Automate recurring administrative tasks for Support Agents and Managers.
- Automate common support processes to significantly reduce agent time spent on manual activities.
- Collaborate with other departments to ensure AI investments support broader business objectives.
- 4 years of related experience with a Bachelor's degree.
- Expertise in designing and deploying conversational AI or virtual agent technology.
- Strong experience with workflow automation and integration platforms such as Zapier .
- Experience with ticketing systems such as Zendesk and CRM platforms such as Salesforce .
- Proficiency in SQL for querying, joining, and manipulating data.
- Proficiency in Python or other relevant backend/scripting languages.
- Complete knowledge and understanding of administering and configuring enterprise-level ticketing systems and CRM platforms.
- Advanced API and web service knowledge.
- Advanced scripting experience.
- Experience with reporting tools such as ClicData or similar platforms.
- Proficiency in using analytical and problem-solving techniques to identify and resolve diverse issues.
- Strong organizational and communication skills.
- Experience developing technical and process documentation.
- Experience leading and managing projects of moderate scope or complexity.
- Proficiency in English, both written and spoken.
