AI Specialist

Sunward Federal Credit Union•Albuquerque, NM

12d•Hybrid

About The Position

The Artificial Intelligence (AI) Specialist independently develops, tests, and maintains AI-driven solutions that improve process efficiency, enhance member and employee experiences, and support automation across the Credit Union. This role focuses on the practical application of AI technologies to solve business problems, including developing intelligent automation tools, managing chatbot systems, and collaborating with business teams to implement high-impact AI solutions. The AI Specialist takes ownership of their work, applies best practices, and identifies opportunities for improvement while escalating highly complex or ambiguous issues as needed.

Requirements

Minimum 3 years of experience developing or managing AI, automation, or data-driven solutions.
Experience managing and optimizing chatbot systems (e.g., Microsoft Power Virtual Agents, Intercom, BoostAI, or similar).
Strong understanding of AI concepts, including natural language processing (NLP), machine learning, and automation frameworks.
Proficiency with AI development tools and frameworks (e.g., Python, Azure AI, OpenAI API, TensorFlow, or similar).
Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Teams) and other tools commonly used in business operations.
Familiarity with data governance, security standards, and responsible AI practices.
Ability to translate business needs into technical solutions and communicate complex concepts clearly to both technical and non-technical audiences.
Strong analytical, troubleshooting, and problem-solving skills, with the ability to independently evaluate options and make informed decisions.
Strong attention to detail and commitment to quality, compliance, and ethical AI practices.
Ability to collaborate effectively across teams, manage multiple priorities, and deliver projects or workstreams on time.
Proactive in identifying opportunities for improvement and implementing practical, data-driven solutions.
Primarily an office-based role with the option for hybrid or remote work depending on business needs.
Frequent use of computers, including typing, data entry, and working with multiple screens.
Ability to participate in virtual and in-person meetings, presentations, and collaborative sessions.
Occasional lifting or moving of office supplies or equipment (up to 20 lbs).
Ability to focus for extended periods while performing detailed technical tasks and analyzing data.
Work may require flexibility to meet project deadlines or respond to system issues outside standard business hours.
Bachelor’s degree in computer science, data science, information systems, or a related field. Relevant work experience equivalent to a bachelor’s degree may be considered in lieu of formal education.

Nice To Haves

Experience with chatbot design, workflow automation, or applied machine learning preferred.
Familiarity with credit union or financial services environments a plus.

Responsibilities

Independently design, develop, and deploy AI and machine learning solutions that streamline operations and support efficiency across departments.
Build and maintain automation models and workflows using generative AI, NLP, and process automation tools, applying best practices under general guidance.
Evaluate and implement AI models that enhance decision support, data classification, and member engagement.
Maintain documentation and monitor AI model performance, ensuring solutions remain reliable, compliant, and effective.
Collaborate with business units to identify, test, and implement AI use cases that deliver measurable value.
Serve as functional administrator for internal and external chatbot platforms, managing day-to-day operations and ensuring quality user experiences.
Design and maintain conversational flows that provide clear, accurate, and engaging interactions for members and employees.
Train and refine chatbot language models based on usage patterns, feedback, and emerging needs.
Work cross-functionally with IT, Marketing, and Member Experience teams to integrate AI solutions while maintaining alignment with organizational standards and tone.
Partner with data engineers, analysts, and business teams to ensure smooth integration of AI capabilities into enterprise systems.
Follow data governance and security standards when deploying and managing AI models.
Research emerging AI technologies and recommend tools or methods that can safely enhance productivity and service delivery.
Support the Credit Union’s AI governance framework by ensuring ethical and compliant use of AI technologies.