Job Details

Job Title: Functional Expert - Retail Chatbot Enablement & AI Optimization
Location: US (Hybrid)
Department: Customer Care
Reports To: Director - Customer Care
Position Summary:
We are seeking a Functional Expert with deep expertise in Retail Customer Care and AI-driven chatbot solutions to lead initiatives focused on enhancing customer care experience and improving deflection rates through intelligent automation. This individual will act as the bridge between business and technology teams-defining chatbot strategies, shaping AI capabilities, and ensuring the solutions deliver measurable business value.
Key Responsibilities:

• Partner with business stakeholders to identify high-impact use cases for chatbot automation and self-service capabilities in retail customer interactions.
• Collaborate with technology and customer care teams to define chatbot requirements, workflows, intents, and training data strategies.
• Develop and manage roadmaps for chatbot enhancement, focusing on increasing deflection rate, resolution accuracy, and customer satisfaction.
• Analyze performance metrics (CSAT, containment, FCR, AHT) and drive continuous improvement through conversational design, NLP tuning, and AI model refinements.
• Conduct functional assessments and gap analyses to identify opportunities for integrating chatbot with CRM, order management, and support platforms.
• Define and document functional requirements, business processes, and user stories for AI-based conversational interfaces.
• Stay current on emerging AI, GenAI, and conversational commerce trends and advise on their applicability to the retail environment.
• Facilitate workshops and training sessions for business and support teams to maximize adoption and effective utilization of the chatbot platform.
• Ensure chatbot aligns with brand tone, compliance standards, and data privacy guidelines.

Required Qualifications:

• Proven experience enabling or optimizing chatbots, virtual assistants, or conversational AI solutions (e.g., using platforms like Google Dialogflow, Microsoft Copilot, IBM Watson, or Amazon Lex).
• Strong understanding of AI/ML fundamentals, natural language understanding (NLU/NLP), and how these apply to improving self-service and automation.
• Demonstrated success in improving deflection rates and customer engagement metrics through automation or digital transformation initiatives.
• Excellent skills in stakeholder management, requirements definition, and cross-functional collaboration.
• Strong analytical mindset with the ability to interpret chatbot analytics and convert insights into action plans.

Preferred Qualifications:

• Experience working with AI-powered retail solutions, such as personalized product recommendations or conversational commerce.
• Familiarity with CRM and ticketing systems (e.g., Salesforce, ServiceNow, Zendesk).
• Exposure to GenAI applications in customer support and content generation.
• Exceptional communication and presentation skills; ability to influence both business and technical stakeholders.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.