CX AI Enablement Specialist

We're looking for a CX AI Enablement Specialist to own our customer-facing AI agent as a core CX product, responsible for building, operating, and continuously improving the bot to reliably resolve common customer questions, escalate clearly to human support when needed, and help the CX team focus on higher-value work.

Requirements

• Conversation Design & Optimization: Design simple, reliable conversation flows
• Quality Review: Run regular reviews of bot conversations to identify gaps and diagnose failure patterns
• Pilot Execution & Iterative Testing: Plan and run small pilot tests with the vendor, capture learnings, and make iterative improvements
• Vendor Partnership: Be the main contact for the vendor — raise issues, request fixes, and coordinate product changes
• Escalation & Handoff Design: Define clear handoff procedures, including what information the bot must pass to a human agent
• Safety and Governance: Maintain simple rules about what the bot can and cannot do and work with Risk or Compliance when necessary
• Content Alignment: Translate help-center articles and training material into safe, concise responses
• CX Enablement: Train CX team on bot behavior, issue tagging, and how to use bot performance reports
• Systems Enablement: Enable the bot to safely perform approved system actions by working with Engineering to define clear instructions, access controls, and data handling

Benefits

• Annual salary range: $61,200 - $79,200
• Compensation follows impact: as impact increases, compensation grows
• Flexible compensation package
• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Relocation Assistance