Invera Talent Inc · United States

Role Overview

We are seeking an AI Implementation Specialist for the Customer Service department. This role is designed for a hands-on operator who can translate AI concepts into practical departmental workflows.

The successful candidate will partner with customer service leaders, contact center managers, support agents, quality teams, knowledge managers, customer experience teams, IT, and data privacy teams to identify high-value use cases, redesign processes, implement AI-supported ways of working, and drive adoption across the department.

This is a practical transformation role focused on delivering measurable improvements across ticket routing, agent response support, case summarization, knowledge-base workflows, customer feedback analysis, and related operating routines.

Mission of the Role

The mission is to help the Customer Service department use AI to enhance quality, speed, decision support, and employee productivity while maintaining appropriate controls.

The specialist will convert business needs into workable AI workflows, support tool configuration and adoption, and help teams understand where AI should assist, where human judgment must lead, and how performance should be measured.

Core Responsibilities

Map Customer Service workflows and identify opportunities where AI can reduce manual effort, improve consistency, accelerate analysis, or strengthen decision support.

Translate business challenges into AI use cases, workflow designs, adoption plans, governance requirements, and measurable success criteria.

Implement AI-supported solutions across ticket classification, response drafting, case summarization, knowledge-base workflows, service quality monitoring, and customer feedback analysis.

Conduct discovery interviews, process reviews, data-readiness assessments, and stakeholder workshops.

Configure and/or support the deployment of AI assistants, automation workflows, dashboards, knowledge tools, prompt libraries, and review checkpoints.

Collaborate with IT, data, security, legal, and compliance stakeholders to ensure that AI use is safe, scalable, and aligned with enterprise policies.

Create implementation documentation, workflow instructions, user guides, and adoption materials.

Monitor progress using business metrics, user adoption indicators, quality checks, and post-implementation reviews.

Required Experience and Capabilities

Experience in Customer Service transformation, digital operations, process improvement, AI implementation, consulting, or enterprise technology adoption.

Strong understanding of ticket routing, response drafting, case summarization, knowledge-base workflows, and service quality monitoring.

Ability to convert business needs into structured workflows and implementation plans.

Familiarity with CRM systems, helpdesk platforms, chatbots, knowledge bases, analytics tools, and enterprise AI assistants.

Working knowledge of generative AI, automation, analytics, knowledge management, prompt design, and human-in-the-loop review models.

Understanding of customer privacy, tone quality, escalation controls, knowledge accuracy, and maintaining empathy in automated service interactions.

Strong stakeholder communication and facilitation skills.

Ability to work independently in a global, remote-first environment.

How to Apply

Please submit a CV or professional profile along with a short note describing relevant AI implementation or AI training experience, department-specific expertise, and examples of business impact.

Portfolio materials, workshop examples, playbooks, prompt libraries, process maps, or case studies may be included where appropriate.

The selection process will assess practical capability, communication quality, business judgment, and the ability to make AI valuable in real departmental workflows.