Product AI Enablement Specialist

Company Overview: We are an innovative leader in the Contact Center as a Service (CCaaS) space, delivering cutting-edge cloud-based solutions that help businesses optimize their customer service, sales, and communication operations. Our innovative platform integrates AI-driven tools and advanced communication technologies, transforming how organizations engage with customers.  It empowers organizations to easily manage multi-channel customer interactions while improving operational efficiency, driving business outcomes, and ultimately delivering amazing customer experiences.

We are looking for a dynamic Product AI Enablement Specialist to bridge the gap between product development and customer adoption of AI-driven solutions. In this role, you will work closely with cross-functional teams to ensure seamless integration, implementation, and enablement of AI features within our applications. You will play a pivotal role in educating stakeholders, driving adoption, and unlocking the full potential of our AI-powered tools and capabilities for both internal teams and customers.

Key Responsibilities:

AI Product Enablement:

• Collaborate with product management and engineering teams to understand AI features and ensure they are designed for usability and value.

• Develop and deliver enablement resources, including documentation, tutorials, training sessions, and best practices for AI tools.

• Create an onboarding curriculum incorporating AI Products and capabilities for all internal roles. 

• Create and maintain a library of Vertical and Industry based Use Cases for AI Applications - showcasing the value and benefits leveraging AI powered Insights & Analytics, Engagement and Personalisation, Automations and Self-Service. 

• Partner and collaborate with Product documentation to provide technical AI focused product documentation. 

Internal Enablement:

• Train sales, marketing, and support teams on AI product functionality and positioning.

• Create enablement toolkits for internal stakeholders to effectively communicate the value of AI features to prospects and customers.

Technical Enablement:

• Partner with Product Management, Product Marketing, Sales, Customer Success, Solution Engineering and Professional Services and their onboarding teams to provide tailored AI enablement for internal audiences and teams.

• Act as the AI product advocate during customer engagements, helping clients maximize the ROI of AI capabilities.

Metrics & Analytics:

• Feedback Loop and Insights - Gather feedback from customers and internal teams to identify challenges and opportunities for improvement in AI adoption.

• Provide actionable insights to the product team to influence AI roadmap and feature prioritization.

Thought Leadership and Advocacy:

• Stay updated on AI trends and innovations within the CCaaS industry.

• Represent the company in webinars, conferences, and other forums as an expert on AI enablement.

Qualifications:

• Bachelor’s degree in Business, Computer Science, or related field; advanced degree is a plus.

• 5+ years of experience in product enablement, customer success, or product management, ideally in SaaS or CCaaS environments.

• Strong understanding of AI technologies, including machine learning, natural language processing, and predictive analytics.

• Excellent communication skills with the ability to explain complex AI concepts to non-technical audiences.

• Proven experience in developing and delivering training or enablement materials.

• Proficiency in designing and delivering data-driven presentations.

• Familiarity with Contact Center technologies, workflows, and challenges. 

• Experience working cross functionally with Product, Marketing, Sales and Technical teams.

• Exceptional organizational and project management skills.

Why Join Us?

• Innovative & Fast-Paced Environment: Work on cutting-edge solutions in the rapidly evolving CCaaS market.

• Impactful Work: Partner with high performing teams that deliver critical applications that directly supports our customers’ success and drives business growth.

• Growth Opportunities: As part of a high-growth company, there are ample opportunities to develop your career and take on new challenges.

Collaborative Culture: Join a dynamic, customer-focused team that values collaboration, transparency, and continuous learning.