AI & Automation Solutions Specialist

Victaulic Company; Easton (Northampton County); On-site; USD 120,000 - 160,000; Full time

Job summary

Victaulic, a leading global pipe joining solutions company, seeks an AI & Automation Solutions Specialist to identify and deliver AI opportunities that enhance Customer Care efficiency and experience. You will design, build, and deploy AI-enabled tools, integrate with ERP/CRM/eCommerce, and ensure governance and security across platforms.

You will write prompts, coach users, and document tools while collaborating with IT, Security, and process teams to measure business impact and enable adoption.

Qualifications

• Identify and deliver AI opportunities to improve Customer Care efficiency and experience.
• Design, build, test, and deploy AI-enabled tools and workflows using approved platforms.
• Integrate solutions with ERP, CRM and eCommerce platforms in line with security standards.
• Write, test, and refine prompts and agent configurations for reliable results.

Responsibilities

• Identify and deliver AI and automation opportunities for Customer Care.
• Design, build, test, and deploy AI-enabled tools and workflows.
• Integrate AI solutions with ERP, CRM, and eCommerce platforms.
• Write, test, and refine prompts and agent configurations.
• Document tools and provide enablement for users.

Skills

AI strategy

Process optimization

Stakeholder collaboration

Technical writing

Tools

Microsoft 365 Copilot

Copilot Studio

Anthropic

Power Automate

SharePoint

Job description

Job Description

ABOUT VICTAULIC

Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries.

Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures.

An Industry Leader With a Heart as Big as Its Ambition and Innovation

At Victaulic, we're committed to constructing a better world for and with our people.

Let's Build a Better World Together.

Our commitment to our people is built on four pillars:

• We build from within.
• We stand behind our people.
• We foster an environment for constant learning.
• We engineer change for a more stable and sustainable world.

YOUR IMPACT STARTS HERE

We're seeking an AI & Automation Solutions Specialist to help Customer Care identify, build, deploy, and improve practical AI-enabled tools and automations. In this role, you'll partner with Customer Care leadership, process owners, IT, and Information Security to turn business needs into secure, reliable solutions that improve efficiency, accuracy, and the customer experience. You'll also support adoption by documenting solutions, coaching users, gathering feedback, and measuring business impact.

WHAT YOU'LL BUILD & OWN

AI Tool Development & Support

• Identify and deliver AI and automation opportunities that improve Customer Care efficiency, accuracy, and customer experience, prioritized with Customer Care leadership.
• Design, build, test, and deploy AI-enabled tools and workflows using approved platforms, including Microsoft 365 Copilot, Copilot Studio, Anthropic, Power Automate, SharePoint and related technologies.
• Integrate solutions with Victaulic systems, including ERP, CRM and eCommerce platforms, in compliance with IT security and data governance standards.
• Write, test, and refine prompts, instructions, and agent configurations to ensure consistent, reliable results.
• Support live tools by resolving issues, monitoring performance and accuracy, and managing enhancements and retirement.
• Assume ownership of existing Customer Care AI tools and automations; document and stabilize their connections, service accounts, and access.

Documentation & Enablement

• Create and maintain technical documentation for all AI tools, including design and configuration details, prompts and agent instructions, connections and access, test cases, and known limitations.
• Keep documentation current as tools change and maintain it in a central, easy-to-find location in accordance with Customer Care documentation standards.
• Partner with Center of Excellence training and process teams on tool rollouts by providing release notes, demonstrations, and real Customer Care examples for user training, and reviewing training materials for accuracy.
• Gather user feedback and usage insights to improve the tools.

AI Enablement & Team Feedback

• Coach team members on the effective and responsible use of AI.
• Facilitate AI working sessions and peer learning where team members can ask questions, share best practices, and learn from one another.
• Capture ideas and pain points from the team and help turn them into well-defined requests and improvements.

Governance & Collaboration

• Partner with the AI Governance team in IT and Information Security to ensure tools meet policies for data privacy, security, and acceptable use.
• Work with process owners to keep AI tools aligned with current procedures and system changes.
• Evaluate emerging AI capabilities and recommend where they could benefit Customer Care.
• Track and report adoption, accuracy, and business impact of live tools to Customer Care leadership.
• Manage tool requests and enhancements through Jira, ensuring on-time delivery and clear status communication.

Additional Responsibilities

• Uphold a positive attitude and enthusiastic demeanor to provide internal and external customers with the highest level of service.
• Partner with global Customer Care leaders to share best practices, standardize workflows, and introduce new process methodologies.
• Assist with tasks, projects, testing, and responsibilities assigned by the Customer Care management team.
• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedur