Responsibilities
- Lead deep technical discovery sessions with client experts to fully understand their use cases and systems.
- Design and build AI agents and tools for automated customer experience tasks.
- Build demo and pilot environments showcasing the Kustomer AI platform.
- Guide clients through data integration activities.
- Support Account Executive and SC teams with customer-facing pre-sales conversations.
- Collaborate with Professional Services team members during customer onsite visits (travel up to 25%).
- Author documentation, best practice whitepapers, and client guidebooks for agentic tooling.
- Collaborate internally with Product & Engineering to inform AI functionality direction.
- Collaborate with all levels of the CX organization to share AI knowledge and best practices.
Qualifications
- Several years of experience in engineering, architecture, or technical consulting, ideally in Enterprise B2C SaaS and Professional Services delivery.
- Proven track record in prompt engineering, API integrations, and hands-on prototype development.
- Experience as a key customer-facing consultant advising clients and aligning solutions with business goals.
- Ability to conduct effective customer discovery sessions to understand workflows and business processes.
- Familiarity with machine learning concepts and communicating value to diverse audiences.
- Knowledge of Customer Experience and Customer Support space, and modern data stacks.
- Comfortable discussing governance, security, and omnichannel delivery (email, voice, social, chat, bot, etc).
- Proficiency in testing REST APIs (e.g., Postman) and debugging skills.
- Strong presentation skills and ability to explain complex ideas and guide stakeholders toward solutions.
- Curiosity to explore new technologies, tooling, and frameworks and share insights.
Additional Information
- May involve handling sensitive personal data consistent with HIPAA compliance.
- Travel requirements up to 25% for onsite collaboration.
- Remote friendly work location within the U.S.
