Change Specialization Lead driving AI and ERP transformation strategies, commercialization, and adoption. Partnering with executive leaders to influence transformation and market growth.
About the role
- CX AI Enablement Specialist at Relay managing customer-facing AI agent. Building and improving bot performance with a focus on conversation design and operational efficiency.
Responsibilities
- Own our customer-facing AI agent as a core CX product
- Build, operate, and continuously improve the bot
- Design reliable conversation flows for customer interaction
- Run regular quality reviews to identify gaps
- Plan and run pilot tests for improvements
- Maintain safety and governance rules for bot actions
- Translate help-center articles into concise responses
- Train CX team on bot behaviour and performance reports
- Enable the bot to perform approved system actions
Requirements
- 3+ years working on customer-facing automation, conversation design, or bot operations
- Designed clear and intuitive conversation flows
- Reviewed bot performance and identified failure patterns
- Managed vendor relationships and run pilot tests
- Worked effectively with engineers to define bot behaviour
- Used metrics and reporting for informed decisions
- Clear communication skills to explain bot operations
Benefits
- Compensation follows impact
- Growth opportunities at Relay
- Discussion about compensation throughout the hiring process
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Degree requirement
No Education Requirement
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