AI Strategy Lead for Customer Support & Automation

DigiCert; Cape Town; On-site; ZAR 900,000 - 1,600,000; Full time

Benefits offered by this job

Competitive compensation

Generous paid time off

Education assistance

LinkedIn Learning access

Employee discounts

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 with LLMs, RAG and AI workflow design.
• Experience with support operations, tickets, CX analytics.
• Technical depth in AI architecture, APIs and enterprise integrations.
• Ability to translate complex problems into scalable AI solutions.
• Proven experience presenting to executives and leaders.

Responsibilities

• Build and execute DigiCert’s AI strategy for Customer Service teams.
• Design LLM-driven workflows, agent assist tools, and customer-facing automation.
• Analyze data to drive decisions that improve support outcomes and CSAT targets.
• Create and maintain knowledge content for AI use and ensure proper ingestion by systems.
• Evaluate AI vendors and platforms; partner with security/compliance teams.

Skills

LLM exposure

RAG workflows

AI workflow design

CX analytics

APIs & integrations

data analytics

stakeholder management

vision & strategy

project management

Education

Degree in AI / CS / DS / cybersecurity / software eng

Tools

LLM platforms

APIs

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