AI & Automation Solutions Specialist

Victaulic•Easton, PA

19h

About The Position

Victaulic is seeking an AI & Automation Solutions Specialist to help Customer Care identify, build, deploy, and improve practical AI-enabled tools and automations. The specialist will partner with Customer Care leadership, process owners, IT, and Information Security to translate business needs into secure, reliable solutions that improve efficiency, accuracy, and customer experience. The role also supports adoption through documentation, user coaching, feedback gathering, and measurement of business impact. The specialist will develop and support AI tools and workflows using approved platforms, integrate solutions with business systems, refine prompts and agent configurations, and maintain live tools. The position also owns and stabilizes existing Customer Care AI tools and automations, including their documentation, connections, service accounts, and access. The role includes enabling responsible AI use, helping users learn and share practices, coordinating tool requests and enhancements through Jira, and collaborating with governance, security, training, process, and Customer Care teams. It also involves tracking adoption, accuracy, and business impact, evaluating emerging AI capabilities, and supporting broader Customer Care projects and procedures.

Requirements

Demonstrated success improving or automating business processes, ideally with cross-functional exposure to Customer Care, Sales, Finance, or Operations; examples of AI tools, automations, agents, or AI-assisted solutions may substitute for years of experience.
Hands-on experience with generative AI tools and prompt design.
Comfort using AI to build and iterate on automations, agents, and simple applications.
Advanced Microsoft Office Suite skills.
Working knowledge of ERP systems and web-based business platforms.
Enthusiasm for AI and initiative in staying current on new releases and capabilities through self-directed learning and applying that learning to practical solutions.
Ability to deliver working solutions, improve them based on user feedback, and see them through to completion.
Ability to write clear, well-organized technical documentation and procedures.
Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences at all organizational levels.
Patient, approachable coaching style and ability to guide others in using AI tools and building confidence.
Ability to manage multiple tools and requests simultaneously, with strong organizational skills and attention to detail.
Collaborative, adaptable, and dependable approach to working across Customer Care, IT, and cross-functional teams while adhering to IT security and data governance standards.

Nice To Haves

Prior Victaulic experience, including familiarity with BPCS and M3 order processes.
Experience with Copilot Studio, Anthropic, Power Automate, SharePoint, or similar low-code platforms.
Experience with APIs and a scripting language such as Python, JavaScript, or VBA.
Experience mentoring, training, or leading learning programs.
Change management and system adoption experience.
Bachelor's degree in Business, Information Technology, or a related field.

Responsibilities

Identify and deliver AI and automation opportunities for Customer Care in coordination with Customer Care leadership.
Design, build, test, and deploy AI-enabled tools and workflows using approved platforms and technologies.
Integrate solutions with ERP, CRM, and eCommerce systems in accordance with IT security and data governance standards.
Write, test, and refine prompts, instructions, and agent configurations for consistent, reliable results.
Resolve issues with live tools, monitor performance and accuracy, manage enhancements, and retire tools when appropriate.
Take ownership of existing Customer Care AI tools and automations and document and stabilize their connections, service accounts, and access.
Create and maintain technical documentation covering design, configuration, prompts, agent instructions, connections, access, test cases, and known limitations.
Keep documentation current and centrally accessible in accordance with Customer Care documentation standards.
Support tool rollouts with release notes, demonstrations, Customer Care examples, and reviews of training materials for accuracy.
Gather user feedback and usage insights to improve tools.
Coach team members on effective and responsible AI use.
Facilitate AI working sessions and peer learning.
Capture team ideas and pain points and help convert them into well-defined requests and improvements.
Partner with IT's AI Governance team and Information Security to ensure tools comply with data privacy, security, and acceptable-use policies.
Work with process owners to keep AI tools aligned with current procedures and system changes.
Evaluate emerging AI capabilities and recommend potential Customer Care applications.
Track and report adoption, accuracy, and business impact of live tools to Customer Care leadership.
Manage tool requests and enhancements through Jira, ensuring timely delivery and clear status communication.
Provide a positive and enthusiastic level of service to internal and external customers.
Partner with global Customer Care leaders to share best practices, standardize workflows, and introduce process methodologies.
Assist with tasks, projects, testing, and other responsibilities assigned by Customer Care management.
Follow team, Customer Care, and organizational policies and procedures to support customer satisfaction and company profitability.
Assist other department disciplines as needed to support the team, Customer Care, and Victaulic's global mission.