AI Support Consultant - 12 Month Fixed Term Contract
hace 4 días
Guildford
We’re looking for a customer champion with strong technical curiosity and a passion for helping people succeed with AI. As an AI Digital Assistant Success Specialist, you’ll be at the heart of improving our enterprise digital assistants experience (which includes a combination of internal and external tools such as ChatGPT) . You’ll help users get the most out of our solutions, identify opportunities for automation and improvement, and collaborate with engineering to make every interaction smarter, faster, and more satisfying. This is a great role for someone who loves solving problems, thrives in fast-evolving tech environments, and wants to play a key part in shaping how AI transforms employee experience. This is a 12 month Fixed Term contract and you will be required to work in hybrid model in our Guildford office 3 days per week. Key Responsibilities User Support & Advocacy • Be the human face of our Digital Assistant — helping users when automation can’t., • Troubleshoot and resolve user issues, ensuring fast, friendly, and accurate responses., • Identify recurring issues, patterns, and opportunities for product improvement., • Act as the voice of the customer — championing feedback and insights across teams. AI Operations & Collaboration • Partner with AI Engineering and Product teams to improve model accuracy, coverage, and behavior., • Translate real-world user challenges into actionable insights and enhancement requests., • Participate in roadmap discussions and represent the user experience in product decisions. Knowledge & Process Management • Create and refine internal knowledge articles to improve both chatbot and human support accuracy. Analytics & Continuous Improvement • Analyze chatbot and support data to identify high-impact improvement areas., • Support post-launch performance tracking and user adoption metrics. AI Training & Testing • Help refine model prompts, responses, and fallback scenarios using live feedback., • Participate in conversational design testing and training data curation., • Collaborate with engineers and Product Managers to improve assistant tone, accuracy, and responsiveness. Qualifications • Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent experience., • 5+ years of professional experience (for senior roles, 7+), ideally in IT support, product operations, or digital assistant environments., • Familiarity with Generative AI, NLP, or LLM-based technologies (e.g., ChatGPT, Azure OpenAI)., • Strong written and verbal communication skills across technical and non-technical audiences., • Experience improving support processes and documentation at scale., • Analytical mindset and comfort with data-driven decision-making.