Technical AI Strategist

📋 Description

• Build and execute DigiCert's AI strategy for our Customer Service teams
• Design LLM-driven workflows, agent assist tools, and customer-facing automation
• Analyze and interpret operational and customer data to drive data-based decisions that improve
• Create, update, and review internal and external knowledge base content used by both customers and
• Evaluate and integrate AI vendors, platforms, and models
• Partner with Support leadership to improve CSAT, NPS, AHT, and deflection

🎯 Requirements

• Minimum 3+ years' hands-on experience with LLMs, RAG, and AI workflow design
• Knowledge of support operations, ticketing systems, and CX analytics
• Technical depth in AI architecture, APIs, and enterprise integrations
• Ability to translate complex problems into simple, scalable AI solutions
• Strong background in data analytics
• Proven experience working directly with executive and senior stakeholders

🎁 Benefits

• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays and additional leave options
• Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
• Health and wellness support, including medical cover (where applicable), gym reimbursements, and
• Pension, life insurance, and income protection benefits (location dependent)
• Employee Assistance Program with 24/7 confidential support for employees and their families