Conversational AI Specialist

About the role

The Conversational AI Specialist will help turn Customer Experience AI strategy into practical execution across customer and internal service use cases. This hands-on, execution-focused role 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 requires 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 reports to the Digital Program Manager -- CX and serves as the CX-side lead for conversational experience design, intents, knowledge, testing, and optimization across existing platforms and vendor relationships.

Responsibilities

• Conversational AI Execution and Optimization
  • Own the CX-side execution of chatbot and conversational AI experiences across customer and internal service use cases.
  • Design, test, refine, and optimize conversational flows, intents, prompts, response patterns, and escalation paths.
  • Identify and prioritize opportunities to reduce repetitive service demand through AI-enabled self-service.
  • Monitor chatbot and conversational AI performance and recommend improvements to increase containment, answer quality, and user satisfaction.
  • Support launch planning and rollout of new conversational AI use cases within existing tools and vendor environments.
  • Work across existing platforms and tools to improve conversational experiences, service workflows, and team adoption, with emphasis on business use cases.
• Knowledge and Content Structuring
  • Organize, improve, and maintain knowledge sources, content structures, FAQs, and business rules that support accurate AI responses.
  • Partner with subject matter experts across CX, sales, onboarding, and related functions to capture and structure knowledge for AI use.
  • Help define content standards and governance practices that improve retrieval quality, consistency, and usability.
  • Translate complex B2B service and operational processes into AI-ready knowledge and conversation logic.
  • Continuously identify content gaps, inconsistent documentation, and unclear business rules that affect AI performance.
• Team Enablement and Adoption
  • Train and coach CX and customer-facing teams on practical AI usage in daily workflows.
  • Help teams adopt effective prompting, workflow habits, and quality standards across approved AI tools.
  • Bring structure and discipline to emerging AI opportunities by helping teams move from ideas to practical business use cases.
  • Create playbooks, guidance, and lightweight documentation that improve repeatability and adoption.
  • Support internal change management by helping non-technical teammates build confidence and skill with AI-enabled workflows.
• Cross-Functional Collaboration
  • Partner closely with CX, sales, onboarding, and Digital/IT stakeholders to improve conversational experiences and align business requirements.
  • Serve as the CX lead for business-side chatbot and conversational AI requirements, knowledge design, and user experience decisions.
  • Work within current platform and vendor relationships, helping evaluate fit for use cases and justify additional tools only when clearly needed.
  • Support selected customer meetings, trade shows, and external conversations when conversational AI capabilities or customer workflow needs are relevant.
  • Help bridge customer-facing business needs with technical teams without owning deep technical integration architecture.

Year One Success Measures: Success will be measured by launching and improving AI/chatbot experiences that measurably reduce live-service demand, improving AI answer quality through stronger knowledge and content structure, increasing practical AI adoption across CX and adjacent teams, and creating more consistent, scalable conversational experiences across existing platforms.

Requirements

• Required Qualifications
  • Relevant professional experience in B2B customer service, EDI ANSI/XML Customer Service/Support, support operations, onboarding, customer success, or related customer-facing business environments.
  • Hands-on experience structuring content, knowledge, or business information for AI, search, self-service, or chatbot quality.
  • Experience improving customer-facing or employee-facing workflows through AI, automation, or digital self-service tools.
  • Ability to translate business processes and customer needs into practical conversational experiences and knowledge structures.
  • Strong written and verbal communication skills, with the ability to teach non-technical users and influence cross-functional stakeholders.
  • Demonstrated ability to bring order and execution discipline to ambiguous or fast-evolving AI opportunities.
• Preferred Qualifications
  • Hands-on ownership of chatbot, conversational AI, virtual assistant, or digital self-service experiences in a business setting.
  • Experience configuring or optimizing no-code or low-code AI, chatbot, or workflow platforms.
  • Experience with prompt design, response testing, and conversational quality improvement across tools such as ChatGPT, Claude, Gemini, or similar platforms.
  • Experience with HubSpot, especially Sales Hub and Service Hub, supporting service workflows, customer communications, knowledge management, or chatbot/self-service experiences.
  • Experience supporting customer-facing conversations, onboarding interactions, trade shows, or solution discussions.
  • Familiarity with B2B operational workflows, customer transactions, and service processes in manufacturing, industrial, or distribution environments.
  • Exposure to order-to-cash, customer/application onboarding, EDI-related workflows, or customer transaction support processes.

Skills

• Conversational design and chatbot optimization
• Knowledge architecture and content structuring
• AI workflow enablement and practical team training
• Strong business judgment and problem-solving
• Cross-functional collaboration
• Change enablement and user adoption
• Clear communication with both internal teams and external customers
• Comfort working across multiple tools and platforms without becoming tool-dependent

Role Boundaries

• Contributes to AI execution and business adoption but is not the primary owner of enterprise AI governance or policy.
• Not the primary owner of formal reporting and analytics.
• Not the owner of deep technical integration architecture or full engineering ownership of chatbot platforms.
• Not the owner of EDI processes, though may support related use cases and workflow improvements.

Work Environment

This role is best suited for a hands-on, business-side AI operator who enjoys improving real customer and team workflows, structuring knowledge for better outcomes, and helping others use AI effectively. The ideal candidate is practical, organized, collaborative, and comfortable working across CX, sales, onboarding, and Digital/IT teams in a fast-evolving environment.

Benefits

• Full benefits package (Medical, Dental, Vision, Flexible Spending Accounts, and Life Insurance)
• 401(k) with company match
• Annual Incentive
• Paid Time Off
• Tuition Reimbursement
• Professional Certification Reimbursement Program
• Community Service Day