AI Strategy Architect for Customer Support

WebHosting; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

DigiCert is seeking a Technical AI Strategist to drive the next generation of AI-powered customer support. In this role, you will design, implement, and optimize AI solutions that increase automation, improve agent efficiency, accelerate case resolution, and elevate overall customer experience.

You will work cross-functionally with Support, Engineering, Product, and Content Strategy teams to build LLM-driven workflows, enhance knowledge content, and train AI systems to guide customers through

Qualifications

• 3+ years' hands-on experience with LLMs, RAG, and AI workflow design.
• Knowledge of support operations, ticketing systems, and CX analytics.
• Technical depth in AI architecture, APIs, and enterprise integrations.
• Ability to translate complex problems into simple, scalable AI solutions.
• Strong background in data analytics.
• Proven experience working directly with executive and senior stakeholders.
• Vision and strategy development, Roadmap planning, and Project Management.

Responsibilities

• Build and execute DigiCert's AI strategy for our Customer Service teams.
• Design LLM-driven workflows, agent assist tools, and customer-facing automation.
• Analyze and interpret operational and customer data to drive data-based decisions that improve support outcomes.
• Create, update, and review internal and external knowledge base content used by both customers and support teams, and ensure this content is properly ingested, structured, and utilized by AI systems to deliver accurate and effective responses.
• Evaluate and integrate AI vendors, platforms, and models.
• Partner with Support leadership to improve CSAT, NPS, AHT, and deflection.
• Ensure secure and responsible AI deployment across all touchpoints.
• Develop frameworks to ensure responsible AI use within Support: Data privacy / security controls, Prompt safety, Model accuracy and error handling, Audit trails and compliance, Partner with Security and Compliance teams to uphold DigiCert's trust standards.

Skills

LLM design

CX analytics

AI strategy

Cross-functional

Data interpretation

Tools

APIs

Enterprise integrations

Job description

Not specified Full-time Not specified Operations

Job Description

Who we are

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com

Job summary

DigiCert is seeking aTechnical AI Strategistto drive the next generation of AI-powered customer support. In this role, you will design, implement, and optimize AI solutions that increase automation, improve agent efficiency, accelerate case resolution, and elevate overall customer experience. You will work cross-functionally with Support, Engineering, Product, and Content Strategy teams to build LLM-driven workflows, enhance knowledge content, and train AI systems to guide customers through PKI and certificate-related tasks. This role combines deep technical expertise with strategic thinking, ensuring our AI initiatives deliver measurable customer and business outcomes while maintaining the highest standards of trust, accuracy, and compliance.

What you will do

• Build and execute DigiCert’s AI strategy for our Customer Service teams
• Design LLM-driven workflows, agent assist tools, and customer-facing automation
• Analyze and interpret operational and customer data to drive data-based decisions that improve support outcomes and deliver measurable results aligned to company goals.
• Create, update, and review internal and external knowledge base content used by both customers and support teams, and ensure this content is properly ingested, structured, and utilized by AI systems to deliver accurate and effective responses.
• Evaluate and integrate AI vendors, platforms, and models
• Partner with Support leadership to improve CSAT, NPS, AHT, and deflection
• Ensure secure and responsible AI deployment across all touchpoints
• Develop frameworks to ensure responsible AI use within Support:
  • Data privacy / security controls
  • Prompt safety
  • Model accuracy and error handling
  • Audit trails and compliance
  • Partner with Security and Compliance teams to uphold DigiCert’s trust standards

What you will have

• A minimum of 3+ years’ hands-on experience with LLMs, RAG, and AI workflow design
• Knowledge of support operations, ticketing systems, and CX analytics
• Technical depth in AI architecture, APIs, and enterprise integrations
• Ability to translate complex problems into simple, scalable AI solutions
• Strong background in data analytics
• Proven experience working directly with executive and senior stakeholders.
• Demonstrated capability in:
  • Vision and strategy development
  • Roadmap planning
  • Project Management
• Health and wellness support, including medicalcover(where applicable), gym reimbursements, and mental well-being resources

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.