AI Strategy Architect for Customer Support

Webhosting; Northern (KY); 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

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