Technical AI Strategist

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

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 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 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 withexecutive and senior stakeholders.
• Demonstrated capability in:
  • Vision and strategy development
  • Roadmap planning
  • Project Management

Nice to have

• Degree in Artificial Intelligence, Computer Science, Data Science, Cybersecurity, Software Engineering, or related field preferred
• Knowledge of PKI technologies, certificate issuance, TLS, cryptographic standards, or digital identity systems beneficial

Benefits

• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays and additionalleave options
• Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
• Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
• Pension, life insurance, and income protection benefits (location dependent)
• Employee Assistance Program with 24/7 confidential support for employees and their families
• Educationassistanceand professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program andadditionalcompanyperksand discounts
• Business travel insurance and global employee support programs

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.