AI Automation Specialist

Procare Solutions•Atlanta, GA

9h•Hybrid

About The Position

Reporting to the Customer Operations leadership team, the AI Automation Specialist is a hands-on builder and operator responsible for designing, maintaining, and optimizing AI-driven workflows, automations, and agents across the Customer Operations organization, including Support, Implementation, Customer Success, and Technical Services. This individual contributor role emphasizes hands‑on application of AI solutions to business processes, not the development of AI models or underlying systems. The AI Automation Specialist applies existing AI technologies such as chatbots, large language model platforms (e.g., chatbots, LLM platforms such as ChatGPT and Claude) workflow automation tools (e.g., Lindy and Agency) to design and operate solutions that streamline processes, enhance efficiency, and improve outcomes across Customer Operations. The AI Automation Specialist partners closely with internal teams to understand real customer journeys and operational workflows, identify friction points, and design AI-powered solutions that improve efficiency, consistency, and customer experience. This role is accountable for the full lifecycle of applied AI within Customer Operations, including: Maintaining and improving chatbot and AI agent performance based on real interactions and internal feedback. Designing prompts, workflows, and automations aligned to internal processes and customer needs. Automating dashboards, reporting, and operational insights for internal teams. Continuously optimizing AI outputs to ensure accuracy, usefulness, and alignment with business goals. This role serves as the bridge between customer experience, operations, and AI tools, ensuring AI is applied in practical, scalable ways that drive measurable outcomes such as case deflection, activation, utilization, and customer satisfaction.

Requirements

Ability to translate business processes and customer needs into scalable AI-driven workflows and solutions
Strong understanding of customer journeys and operational workflows within a SaaS or customer-facing environment
Analytical mindset with the ability to interpret data, identify trends, and drive improvements
Strong problem-solving skills with a focus on practical, executable solutions
Ability to manage and optimize multiple workflows, tools, and initiatives simultaneously
Excellent written and verbal communication skills, particularly in crafting prompts and clear documentation
Highly organized with strong attention to detail, especially in identifying inconsistencies and improving system accuracy
Proactive, self-starter mindset with strong ownership and accountability
Ability to work cross-functionally with Product, Engineering, and Operations teams
Bachelor’s degree or equivalent work experience required
3–5 years' of experience in customer operations, support operations, implementation, enablement, or similar roles within a SaaS environment
Demonstrated experience building or maintaining chatbots, automations, workflows, or AI-driven tools
Strong applied knowledge of AI tools and how to leverage them effectively in a business environment
Extended hands-on experience using AI tools (e.g., ChatGPT, Claude, Lindy, Agency, chatbot platforms, or similar) to build workflows, automations, and practical solutions
Experience designing prompts and optimizing AI-generated outputs for accuracy and usability
Experience with reporting, dashboards, or process automation tools
Experience maintaining or improving knowledge base content, SOPs, or training materials

Nice To Haves

Experience working cross-functionally with Product or Engineering teams is a plus

Responsibilities

Own execution of AI automation initiatives across Customer Operations, including prioritization, implementation, and continuous optimization
Act as the primary owner of AI agents and chatbot tools, ensuring ongoing performance, accuracy, and effectiveness
Maintain and improve AI-driven interactions based on internal team feedback, customer behavior, and real usage data
Design, build, and refine prompts to ensure consistent, high-quality, and accurate AI responses across use cases
Develop and optimize AI-driven workflows that support internal processes such as onboarding, support resolution, troubleshooting, and customer guidance
Partner with Support, Implementation, Customer Success, and Technical Services teams to understand end-to-end customer journeys and identify opportunities for AI-driven improvements
Identify friction points across the customer lifecycle and implement AI solutions to improve activation, utilization, and overall experience
Build and maintain automated dashboards, reporting, and workflows to provide visibility into operational performance and AI effectiveness
Monitor AI outputs and interactions to identify gaps, inaccuracies, or inconsistencies and drive continuous improvement
Maintain alignment between AI outputs and internal documentation by updating knowledge base content, SOPs, and training materials as needed
Collaborate with Product and Engineering teams to support AI-related enhancements, integrations, and roadmap alignment
Support internal enablement by training teams on effective AI usage and driving adoption of AI tools
Track and report on key performance indicators related to AI effectiveness (e.g., deflection rate, resolution time, accuracy, adoption)
Evaluate and recommend new AI tools, technologies, and process improvements
Performs additional responsibilities and special projects as needed to support shared business objectives