(Canada) AI Solutions Specialist

Identify & Execute AI Use Cases Across the Customer Lifecycle: -Identify high-impact opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency. -Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows. -Translate business requirements into working prototypes and production-ready solutions using no-code and low-code tools, LLM APIs, and prompt engineering. -Drive continuous optimization of AI programs based on performance data and customer feedback.

Build & Maintain Workflow Automations and Platform Integrations: -Design and implement workflow orchestration pipelines using tools such as n8n, Make, Zapier, or custom-built logic layers. -Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs, webhooks, and middleware. -Manage data flows between systems, ensuring reliability and scalability of AI-driven processes without requiring engineering support for routine changes.

Prompt Engineering & AI Solution Optimization: -Develop, test, and iterate on prompt engineering strategies to maximize model accuracy, consistency, and performance. -Apply RAG (Retrieval-Augmented Generation) patterns and evaluation frameworks to improve solution quality. -Build feedback loops to continuously refine deployed AI models and agents based on real-world usage data.

Data-Driven Insights & Performance Monitoring: -Monitor AI program performance (engagement, success rates, efficiency metrics) and translate data into actionable improvements. -Instrument AI solutions with performance tracking (latency, success rates, engagement metrics, cost efficiency). -Help maintain dashboards and reports that show how AI solutions are performing; surface trends and recommendations to leadership

Cross-Functional Collaboration & AI Enablement: -Partner with Customer Success, Product, Engineering, Operations, and Enablement to embed AI into core workflows and customer engagement strategies. -Act as a subject matter expert on AI capabilities within the team — translating technical “agentic” concepts into business value for stakeholders. -Stay current on emerging AI capabilities, model releases, and agentic frameworks to drive continuous innovation across the team.

Other Duties as Assigned: Perform additional responsibilities as required to support the success of the Customer Experience organization, including contributing to AI governance practices, evaluating new tools and platforms, training and enablement on AI soluitons and supporting strategic initiatives that advance PCC’s AI Solutions capabilities.