Senior AI Solutions Program Lead

Role SummaryCustomer Support is evolving towards more scalable, intelligence-driven operation – reducing manual effort, improving customer self-service, and leveraging AI to deliver faster, more consistent outcomes.The AI Solutions Lead, Customer Support is responsible for implementing, optimizing, and continuously improving AI-powered capabilities across Customer Support, ensuring the toolset delivers measurable impact.This role will translate business needs into scalable AI solutions and enable the organization to work more efficiently, consistently and intelligently over time.Responsibilities: Partner with support management to identify, prioritize, and execute automation opportunitiesIdentify and recommend automation opportunities across the customer support lifecycleConfigure, implement, and optimize AI-driven capabilitiesSupport testing, validation, and iteration of AI solutions to ensure reliability and effectiveness in productionAct as a hands-on operational SME, focused on improving how AI is applied within day-to-day support workflowsRecommend success metrics and continuously monitor performance of AI and optimize based on resultsLeverage all related data sources to:Track customer journeys across touchpointsAnalyze customer usage and engagement patternsIdentify opportunities to improve adoption, engagement, and efficiencyTranslate insights into actionable changes and targeted adjustments, including workflow updates, model tuning, and automation enhancementsCreate repeatable frameworks for evaluating and scaling new AI use casesTranslate operational needs into technical requirements and solutionsTroubleshoot and resolve issues with AI tools, workflows, and integrations in sandbox and production environmentsMonitor and optimize AI agent performance using analytics and QA tools to ensure accuracy, efficiency, and continuous improvement.Partner with support management to execute against defined priorities and deliver solutions at scaleDocument configurations, processes, and operational best practices of AI solutions to support scalability and consistencyAct as a hands-on subject matter expert, driving continuous improvement in AI-enabled support operationsSkills, Experience and CapabilitiesDemonstrated experience applying AI, automation, or advanced technologies in a live operational or business environment, including direct ownership of use cases such as:Implementing AI-driven workflows (e.g., case routing, classification, summarization, or self-service automation)Deploying or optimizing conversational AI (e.g., virtual agents, copilots, or guided interactions) in production environmentsIntegrating AI solutions across platforms (e.g., CRM, knowledge, community, or data layers) to drive end-to-end workflow improvementsMeasuring impact through defined KPIs (e.g., deflection, handle time reduction, agent productivity, or adoption) and iterating based on resultsScaling solutions beyond pilot phases into repeatable, governed processes across...