Functional Expert Retail Chatbot Enablement & AI Optimization

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 dat...