About the Role

We are seeking an AI Workflow & Experience Specialist to support the development and continuous improvement of AI-powered support experiences within our Customer Experience organization. This role focuses on executing and refining workflows within established frameworks to improve customer outcomes and operational efficiency.

You will work closely with the AI Support Experience & Tooling Manager, and cross-functional partners to implement AI journeys, resolve known gaps within our chat support experience, and support ongoing optimization efforts.

What You'll Do

Key Responsibilities

• AI Workflow Execution & Configuration
• Build and update AI workflows based on defined requirements and playbooks
• Configure intents, routing, escalation paths, and API-driven logic within established guidelines
• Support AI-to-human handoffs, ensuring required context is passed accurately
• Apply tone, ...