Artificial Intelligence (AI) Specialist - Contract

AI Strategy & Implementation Develop and execute AI strategies to improve customer service operations. Lead the deployment of AI-powered solutions, including chatbots, virtual assistants, agent copilots, and automated workflow tools.

Identify opportunities to leverage Generative AI and Machine Learning technologies across customer journeys. Collaborate with technical teams to integrate AI solutions with CRM, ticketing, and customer engagement platforms.

Customer Experience Optimization Analyze customer interactions and operational data to identify improvement opportunities. Enhance customer self-service capabilities through AI-driven knowledge management and intelligent search solutions.

Improve response times, first-contact resolution, and customer satisfaction through automation initiatives. Design customer-centric AI experiences that maintain empathy, accuracy, and brand consistency. Data & Analytics Monitor AI solution performance using key operational and customer experience metrics.

Build dashboards and reporting frameworks to measure business impact. Conduct root-cause analysis and continuously optimize AI models and workflows. Use customer insights and feedback to drive ongoing improvements. Stakeholder Engagement Serve as the subject matter expert for AI within Customer Service.

Partner with business leaders to evaluate emerging AI capabilities and use cases. Facilitate workshops, training sessions, and change management initiatives. Communicate technical concepts effectively to both technical and non-technical stakeholders.

Governance & Risk Management Ensure responsible and ethical use of AI technologies. Establish AI governance standards, controls, and best practices. Monitor solution accuracy, bias, security, compliance, and data privacy requirements. Support risk assessments and regulatory compliance activities.

Required Qualifications Bachelor’s degree in any discipline, with relevant experience in AI-enabled customer-service operations, chatbot manag