In this role, you will help administer, test, document, and optimize approved AI-enabled platforms and business-managed capabilities, including Salesforce, Cresta, Agent Assist, generative AI, knowledge recommendations, guided workflows, and interaction summarization. You will partner closely with stakeholders, technology teams, vendors, and business users to enable practical, well-documented AI solutions that improve customer care experiences.
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Facilitate discovery sessions, stakeholder interviews, and process reviews to understand operating needs, pain points, controls, and desired outcomes.
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Translate business needs into solution concepts, current- and future-state workflows, use cases, user stories, functional requirements, acceptance criteria, and reporting needs.
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Apply contact center and AI capability knowledge to identify practical uses of approved tools, including configuration options, constraints, dependencies, and gaps requiring vendor or technology-team support.
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Maintain requirements traceability, assumptions, decisions, approvals, and change records; support demonstrations, prototypes, and solution walkthroughs.
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Perform authorized business administration for designated Customer Care AI platforms, including approved users, roles, permissions, settings, workflow parameters, and administrative controls.
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Create, test, refine, document, and maintain AI prompts, instructions, reusable templates, and prompt libraries for approved use cases.
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Configure approved business-managed capabilities, including Agent Assist guidance, interaction summaries, knowledge recommendations, guided workflows, next-best actions, and related business rules.
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Validate AI outputs for accuracy, consistency, relevance, and alignment with requirements; escalate model, integration, security, or technical issues to the appropriate owner.
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Maintain configuration inventories, procedures, release notes, support documentation, and audit evidence.
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Partner with technology teams and vendors when elevated technical work is required.
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Escalate access, control, training, process, or compliance exceptions, while supporting consistency across BPO administrators and approved brand or site-specific needs.
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Gather customer impact, business value, effort, risk, readiness, and dependency information for manager review.
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Track actions, testing outcomes, adoption indicators, and operational impacts.
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Prepare and execute business test scenarios, test data, expected results, and acceptance criteria; document defects and coordinate retesting.
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Support user acceptance testing, demonstrations, release readiness, deployment, stabilization, knowledge updates, training materials, communications, and user enablement.
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Monitor utilization, output quality, workflow adherence, user feedback, and operational issues.
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Recommend prompt, configuration, workflow, or process improvements to strengthen AI-enabled customer care outcomes.
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Experience supporting business technology, AI-enabled platforms, contact center tools, or customer care transformation initiatives.
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Ability to translate operational needs into workflows, use cases, user stories, functional requirements, acceptance criteria, and reporting needs.
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Familiarity with AI-enabled customer care capabilities such as Agent Assist, interaction summaries, knowledge recommendations, guided workflows, next-best actions, conversational AI, virtual assistants, self-service, routing, automation, or generative AI.
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Hands-on ability to create, test, refine, document, and maintain prompts, instructions, templates, and prompt libraries for approved business use cases.
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Understanding of business administration activities such as user access, roles, permissions, settings, workflow parameters, configuration inventories, release notes, and audit evidence.
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Strong testing mindset, including the ability to prepare test scenarios, define expected results, document defects, support UAT, and coordinate retesting.
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Ability to validate AI outputs for accuracy, consistency, relevance, and alignment with business requirements.
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Strong documentation and communication skills, with the ability to support demos, prototypes, solution walkthroughs, release readiness, training materials, and user enablement.
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Ability to collaborate with stakeholders, BPO administrators, technology teams, vendors, and business users to support successful implementation and adoption.
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Familiarity with platforms and solutions such as Salesforce Agentforce, Salesforce-integrated AI, Cresta Agent Assist, Cresta coaching, Cresta knowledge, conversation intelligence, Microsoft Copilot Studio, approved generative AI, CRM, telephony, case management, workforce, quality, reporting integrations, knowledge management, generative search, and guided workflows.
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Ability to recognize when model, integration, security, access, control, process, training, or compliance issues require escalation to the appropriate owner.
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Comfort working in a role focused on business administration, no-code configuration, prompt design, testing, documentation, and optimization, rather than enterprise architecture, coding, integrations, security ownership, funding, roadmap decisions, or final production approval.
