Conversational AI Specialist

The Conversational AI Specialist will help turn Customer Experience AI strategy into practical execution across customer and internal service use cases. This role is responsible for improving chatbot and conversational AI experiences, structuring knowledge and content for high-quality AI responses, and enabling teams to apply AI effectively in day-to-day work.

This is a hands-on, execution-focused role for someone who combines strong business-side AI fluency with experience in B2B customer service, EDI customer service, support operations, onboarding, customer success, or similar customer-facing environments. The role does not require software development expertise, but it does require comfort configuring and improving no-code or low-code AI and chatbot solutions, partnering with Digital/IT teams, and bringing structure to ambiguous opportunities.

This role will report to the Digital Program Manager -- CX and serve as the CX-side lead for conversational experience design, intents, knowledge, testing, and optimization across existing platforms and vendor relationships.