WHO WE AREHeadquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.Position Overview Drive the strategic implementation and optimization of AI-powered customer support solutions, combining conversation design expertise with knowledge management to deliver exceptional automated customer experiences. This role bridges technical AI implementation with business outcomes, ensuring our AI solutions achieve maximum impact on customer satisfaction and operational efficiency.Key ResponsibilitiesAI Strategy & ImplementationDrive significant improvements in AI involvement rates, resolution rates, and customer satisfaction metricsDevelop and implement comprehensive AI and knowledge management strategies aligned with company goalsLead end-to-end AI automation implementation from ideation through deploymentPartner with cross-functional teams to create roadmaps for AI agent optimizationConversation Design & OptimizationDesign personalized, conversational AI flows that enhance customer experienceLeverage AI platforms (particularly Forethought Widget Agent) to create compelling conversational journeysRapidly prototype and test AI solutions using data-driven insightsUse historical data and customer feedback to continuously improve automation flowsKnowledge Management & Content StrategyOversee creation and maintenance of AI-optimized content across all channelsEnsure content accuracy, relevance, and optimization for AI consumptionDevelop content standards, style guides, and quality assurance processesDesign knowledge base articles that encourage self-service and reduce support volumeAnalytics & Performance ManagementAnalyze AI performance metrics to drive continuous improvementGenerate comprehensive reports on resolution rates, involvement rates, and CSATUse data-driven insights to identify opportunities and implement improvementTrack and optimize content performance through analytics toolsRequired Skills & ExperienceCore Requirements3+ years experience in customer support operations or AI implementation2+ years hands-on experience with AI platforms (Intercom, Forethought, Salesforce or similar)Proven track record of driving measurable improvements through AI and automationStrong understanding of conversational AI technology and best practicesExperience with content management systems and digital asset managementMinimum of 3 years of experience in data analytics, preferably in the software or financial services industry.Technical CompetenciesProficiency with AI and automation platformsKnowledge base optimization for AI consumptionProject management tools (Monday.com)Preferred QualificationsKnowledge of machine learning and natural language processingCertification in AI, project management, or related fieldsWE OFFER ALL FULL-TIME TEAM MEMBERS:A fun, fast-paced work environmentResponsible PTO Plan that meets or exceeds state and local medical and family leave laws11 paid holidaysCommunity and social events to keep you connected and engagedMental Health BenefitsMedical, Dental and Vision insuranceCompany-paid Group Life Insurance, Short- and Long-Term DisabilityFlexible Spending Account & Health Savings AccountAflac Benefits – Critical Illness, Cancer Protection, & Hospital ChoicePet Insurance401 (k) with company match with eligibility on Day 1 of employment2 Paid Volunteer Time Off DaysAnd much more!*Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs.<
