ncontracts - AI Automation & Enablement Specialist

• Automation & Agent Building • Design, build, and deploy AI agents and workflows that automate manual, recurring processes across CS leadership and the broader Client Services team. • Create integrations between business systems – including Salesforce, Claude, ChurnZero, Monday.com http://Monday.com, Gong, and other CS tools – that reduce manual handoffs and surface intelligence automatically. • Automate leadership reporting workflows, eliminating manual data pulls, uploads, and analysis cycles so CS leadership has data and insights on a defined, automated cadence. • Maintain, iterate on, and improve automations and agents as tools, processes, and organizational needs evolve. • Maintain a documentation library for all automations, agents, and integrations to ensure accessibility, continuity, and visibility across the organization. • Data Pipeline Ownership • Own the data flow architecture across CS tools, defining which data goes where, how it gets there, and how it stays current and reliable. • Ensure data integrity across all integrations, identifying and resolving data quality issues that could compromise the reliability of automated outputs or downstream decision-making. • Surface risk signals and customer health indicators through automated pipelines, delivering trending analysis and early-warning intelligence to CS leadership without requiring manual data pulls. • Partner with cross-functional teams, including IT, Salesforce administration, RevOps, and Product Operations on pipeline design and system connectivity. • Proactive Observation, Efficiency & Continuous Improvement • Actively observe how the CS team and CS leadership operate, identifying process inconsistencies, manual workarounds, duplicated effort, and unmet needs that could be addressed through automation or AI. • Maintain a running backlog of observations, proposed initiatives, and improvement opportunities; surface these to the Manager, SI Ops proactively and on a regular cadence. • Prioritize efficiency as a core lens, identifying where varying processes, inconsistent workflows, or manual dependencies are creating friction, and driving toward standardized, scalable solutions. • Lead vendor evaluation, tool rationalization, and experimentation, assessing new platforms and capabilities, running structured pilots, and bringing data-driven recommendations on what to adopt, integrate, scale, or sunset. • Establish feedback loops from training, adoption, and live workflows back into the initiative backlog, continuously refining AI priorities based on what is and is not working across the organization. • AI Adoption & Training • Collaborate with IT and other AI champions across the company, maintaining alignment with established guidelines, standards, and standard operating procedures. • Build and maintain a curated prompt library tailored to Client Services use cases giving team members role-specific prompts and workflow templates they can use immediately. • Develop and deliver a structured AI adoption program for Client Services, training colleagues on how to use Claude, Copilot, and other AI tools effectively in their day-to-day work through formal training sessions, office hours, and hands-on “build with me” labs. • Create enablement resources – guides, videos, workflow templates, and reference documents – that support ongoing adoption and reduce dependency on live instruction over time. • Champion AI adoption through storytelling, executive briefings, and visible wins, packaging outcomes and efficiency gains in ways that build organizational momentum and demonstrate the value of continued investment. • Business Systems Integration • Serve as the Client Services organization’s expert on how its tools connect, identifying friction points, proposing integration solutions, and implementing them once prioritized. • Function as a core member of the SI Ops team first, partnering closely with SI Ops colleagues on workflow design, process standardization, and operational efficiency initiatives before extending work to the broader CS organization. • Lead vendor selection and tool rationalization within the CS tech stack, identifying redundancies, underutilized platforms, and consolidation opportunities; raising recommendations with supporting analysis. • Act as a technical partner to non-technical stakeholders translating business problems into automation solutions and communicating technical decisions in plain language. • Ensure CS leadership has automated, reliable access to the data, analysis, and reports they need without manual setup, inconsistent formatting, or recurring intervention. • Governance, Documentation & Success Metrics • Own and maintain a practical AI governance framework for Client Services defining acceptable use parameters, data handling guidelines, and guardrails for AI tools in partnership with IT, Security, and enterprise-wide AI governance bodies. • Establish and enforce AI safe-use policies and risk controls within Client Services – ensuring all automations, agents, and AI-powered workflows meet data privacy, security, and compliance standards appropriate for a regulated financial services environment. • Define and track success metrics for the AI and automation program – including time saved, adoption rates, agents deployed, efficiency gains, and risk signal coverage – and report outcomes to the Manager, SI Ops on a regular cadence. • Maintain comprehensive documentation for every automation, agent, integration, and workflow, ensuring organizational continuity and enabling others to build on existing solutions. • Surface what is working, what is not, and where to invest next, bringing forward recommendations rather than waiting for questions.