Description

Job Title: Functional Expert -Chatbot Enablement & AI Optimization (Retail Focus)
Location: Dallas, TX (Hybrid)
Position Summary
A leading organization is seeking a Functional Expert with deep experience in retail customer engagement and AI-powered chatbot solutions. This role will drive initiatives aimed at enhancing digital customer support and increasing automation effectiveness. The ideal candidate will serve as a strategic liaison between business and technology teams-defining chatbot strategies, shaping AI capabilities, and delivering measurable outcomes.
Key Responsibilities

• Collaborate with stakeholders to identify impactful use cases for chatbot automation and self-service in retail customer interactions.
• Partner with technical and support teams to define chatbot workflows, intents, and training data strategies.
• Develop and maintain enhancement roadmaps focused on deflection rate, resolution accuracy, and customer satisfaction.
• Monitor and analyze performance metrics (e.G., CSAT, containment, FCR, AHT) to drive continuous improvement through conversational design and AI model tuning.
• Conduct functional assessments and gap analyses to identify integration opportunities with CRM, order management, and support platforms.
• Document functional requirements, business processes, and user stories for conversational AI interfaces.
• Stay informed on emerging trends in AI, GenAI, and conversational commerce, and assess their relevance to retail environments.
• Lead workshops and training sessions to promote adoption and effective use of chatbot platforms.
• Ensure chatbot experiences align with brand tone, compliance standards, and data privacy requirements.

Required Qualifications

• Hands-on experience with chatbot platforms (e.G., Google Dialogflow, Microsoft Copilot, IBM Watson, Amazon Lex) or virtual assistants.
• Strong grasp of AI/ML principles and natural language technologies (NLU/NLP) applied to automation and self-service.
• Proven track record of improving deflection rates and customer engagement through digital transformation.
• Skilled in stakeholder engagement, requirements gathering, and cross-functional collaboration.
• Analytical mindset with the ability to translate chatbot data into actionable insights.

Preferred Qualifications

• Experience with AI-driven retail solutions such as personalized recommendations or conversational commerce.
• Familiarity with CRM and support systems (e.G., Salesforce, ServiceNow, Zendesk).
• Exposure to GenAI applications in customer support and content generation.
• Strong communication and presentation skills with the ability to influence diverse audiences.