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 responsible for operating and improving the customer-facing AI agent at Relay. Collaborating across teams to deliver high-quality automation for customer queries.
Responsibilities
- Design simple, reliable conversation flows for the bot
- Run regular reviews of bot conversations to identify gaps and prioritize fixes
- Plan and run small pilot tests with the vendor
- Be the main contact for the vendor and coordinate product changes
- Define clear handoff procedures between bot and human agents
- Maintain rules about bot capabilities and coordinate with Risk or Compliance teams
- Translate help-center articles into concise responses for the bot
- Train CX team on bot behavior and performance reports
- Enable the bot to safely perform approved system actions
Requirements
- 3+ years working on customer-facing automation, conversation design, or bot operations
- Experience designing clear, intuitive conversation flows
- Experience reviewing bot performance and identifying failure patterns
- Managed vendor relationships and run small pilot tests
- Experience working with engineers to define safe, reliable bot behaviour
- Proficient in using metrics and reporting to make informed decisions
- Clear communicator able to explain how the bot works
Benefits
- Professional development budget
- Flexible working hours
- Work from home options
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