About the Role
As an AI Agent Enablement Designer, you'll work hand-in-hand with Subject Matter Experts (SMEs) and our Training team to design, implement, and optimize AI-driven tools and workflows. You'll empower agents with innovative solutions that enhance their performance, elevate customer interactions, and streamline operations.
What You'll Do Partner with SMEs to identify critical knowledge, skills, and abilities that drive success.Design and integrate AI solutions that provide agents with real-time support.Lead engaging demos to showcase tools to internal and external stakeholders.Innovate training products by contributing ideas for new tools and improving existing ones.Develop and monitor AI tools that boost agent capabilities and operational efficiency.Analyze AI-driven data to uncover insights into agent performance and process improvements.Create comprehensive support materials like guides, job aids, and e-learning modules.Occasionally support Learning Management System (LMS) administration and training resource development. What We're Looking For A background in Learning and Development (experience in BPO Call Centers is a plus).Proficiency with design tools such as Adobe Illustrator, Canva, Rise 360, or Absorb Create.Experience developing course curricula, including content, interactive modules, and assessments.Strong English communication skills (written, verbal, listening, and presenting).Exceptional attention to detail and organizational skills.A quick learner who can grasp business processes and products efficiently.Excellent interpersonal skills and a professional demeanor.Strong analytical, problem-solving, and consulting abilities.Proficiency with Microsoft Office tools (Word, PowerPoint, Excel, Outlook, SharePoint). Why Join Us? Be at the forefront of AI innovation in agent enablement.Work in a fast-paced, collaborative, and supportive environment.Make a tangible impact by driving operational excellence and enhancing customer experiences. Company Description: Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.