AI‑Powered Digital Experience Architect

About the Team:
The Digital Customer Experience Team is at the forefront of transforming how our customers interact with our SaaS platform. We are a passionate and innovative group dedicated to building world-class digital self-service channels that empower customers, drive efficiency, and significantly reduce support case volume through the strategic application of Artificial Intelligence (AI) and automation.

Role Overview:
We are seeking a highly motivated and results-oriented AI‑Powered Digital Experience Architect to build and scale intelligent self-service solutions. You will leverage cutting-edge AI technologies (AWS AI services, Google Gemini, OpenAI models, etc.) to create digital experiences that bolster self-service capabilities, automate knowledge base creation, and drive significant support ticket reduction and customer satisfaction.

Responsibilities:

• Strategize & Implement AI‑Driven Self‑Service: Define and execute AI and automation strategy across knowledge base, chatbots, virtual assistants, and in-app guidance.

• Design & Architect Scalable Experiences: Build robust, scalable digital experiences for proactive customer self‑resolution.

• Automated KB Creation: Research, evaluate, and implement AI-powered pipelines for knowledge base generation and maintenance.

• Integrate AI Technologies: Hands‑on integration of AWS AI, Google Gemini, OpenAI APIs, and other platforms into our self‑service infrastructure.

• Optimize Support Workflows: Automate repetitive support tasks through intelligent self‑service tools.

• Develop High‑Impact Content: Collaborate with subject matter experts to produce and optimize automated self‑service content.

• Analyze & Improve: Monitor KPIs for self‑service adoption, case deflection, and satisfaction; iterate based on data.

• Cross‑Functional Collaboration: Partner with Product, Engineering, and Support to align on customer needs.

• Stay Current: Research emerging AI technologies and industry best practices.

• Champion Execution: Own projects end-to-end, driving them to completion with minimal supervision.

Qualifications:

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

• 3+ years building digital customer experiences at scale in SaaS.

• Strong AI/ML principles and practical application experience.

• Hands‑on with AWS AI, Google Cloud AI/Vertex AI, OpenAI APIs.

• Familiarity with support processes and self‑service solutions.

• Experience in automated KB generation, chatbots, and virtual assistants.

• Proficiency in data analysis and KPI-driven improvements.

• Excellent communicator, able to bridge technical and non‑technical audiences.

• Self‑motivated with a “get things done” mindset.

Bonus: Automated content generation expertise, CRM/ticketing system familiarity, A/B testing experience, relevant certifications.