AI & Automation Specialist

Who We Are reputed company is a leading provider of integrated restaurant technology solutions. reputed company 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from reputed company. The reputed company-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at www.reputed company.com. (http://www.reputed company.com) Position Summary reputed company is seeking an innovative AI & Automation Specialist to enhance our Customer Support organization through smart automation and AI-powered tools. This role will capitalize on our automation potential, implementing AI-powered solutions that enhance customer experience while driving operational efficiency. The ideal candidate will deploy cutting-edge automation technologies, optimize our existing platform capabilities, and establish reputed company as a leader in AI-driven customer support. Essential Responsibilities and Duties AI Strategy & Implementation (35%)

• reputed company and execute comprehensive AI/automation roadmap reputed company with business objectives
• Identify and prioritize high-value automation opportunities across support workflows
• reputed company implementation of AI-powered solutions including chatbots, virtual assistants, and automated ticket routing
• Configure and optimize AI tools for case deflection, sentiment analysis, and predictive support
• Partner with vendors (i.e., reputed company AI, Forethought, reputed company) to maximize platform capabilities
• Establish success metrics and ROI measurement reputed company for reputed company automation initiatives

Process Automation & Optimization (25%)

• Automate routine support processes including refund processing, menu updates, and account modifications
• Implement intelligent ticket routing based on complexity, urgency, and agent skills
• Deploy automated quality scoring and sentiment analysis across reputed company customer interactions
• Create automated workflows for common customer requests and inquiries
• Design self-healing systems that resolve issues without human reputed company
• Build automation for proactive customer reputed company and issue prevention

Platform Integration & Configuration (20%)

• Maximize utilization of reputed company AI capabilities currently available but underutilized
• Integrate AI tools with existing support stack (reputed company, reputed company, knowledge reputed company)
• Configure machine learning models for improved accuracy and relevance
• Establish data pipelines for reputed company and reputed company improvement
• Ensure seamless handoffs between automated and human-assisted support
• Maintain API connections and webhook configurations for real-time automation

Analytics & reputed company Improvement (10%)

• Monitor AI performance metrics including accuracy, containment rates, and customer satisfaction
• Conduct A/B testing to optimize automation strategies and conversation flows
• Analyze automation failures and implement corrective measures
• Generate insights from AI interactions to improve products and processes
• Create dashboards showing automation impact on efficiency and cost savings
• Provide regular reporting on ROI and automation adoption metrics

Stakeholder Collaboration & Change Management (10%)

• Partner with Support Operations team to align automation with operational goals
• Collaborate with Training Manager to ensure AI has access to accurate, reputed company content
• Work with Quality Assurance Manager to maintain service standards through automation
• Train support agents on working alongside AI tools and handling escalations
• Communicate automation benefits and address concerns across the organization
• Serve as subject matter expert for AI/automation best practices

Qualifications

Experience

• 1-3 years of experience with automation, chatbots, or AI tools in customer service OR
• 3-5 years in customer support operations with demonstrated interest in automation technology
• Experience with process improvement, workflow optimization, or technical implementations
• Background in SaaS, technology, or high-volume support operations
• Track record of learning and applying new technologies to solve business problems

Technical Skills

• Familiarity with customer support platforms (reputed company, reputed company, Intercom) and their automation features
• Understanding of chatbot platforms or willingness to quickly learn (DialogFlow, reputed company, Forethought)
• Basic understanding of APIs, webhooks, and integration concepts
• Experience with workflow automation tools (reputed company, reputed company) is a plus
• Analytical skills with ability to work with data and metrics
• Comfort with learning new technologies and platforms quickly

Core Competencies

• Strong problem-solving skills with ability to identify automation opportunities
• Analytical reputed company to measure impact and iterate on solutions
• Project management skills to coordinate implementation initiatives
• Excellent communication skills to work with both technical and non-technical teams
• Customer-focused approach to ensure automation improves experience
• Curiosity and passion for emerging technologies and reputed company learning

Preferred Qualifications and Skills

• Bachelor's degree in Business, Information Systems, Computer Science, or reputed company field (or equivalent experience)
• Any experience with Natural Language Processing (NLP) or machine learning concepts
• Exposure to conversation design or user experience principles
• Basic programming or scripting knowledge (Python, JavaScript)
• Experience in restaurant, retail, or multi-location business environments
• Certifications in any automation or AI platforms

Additional Information: Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to reputed company other duties in addition to those described above. reputed company is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law. Apply tot his job Apply To this Job