AI Enablement Specialist

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Big machines requirebigthinking. Are you looking for your next big challenge?

Cat® Digital is the digital and technology arm of Caterpillar Inc.,leveragingthe latest technologies to build industry leading digital solutions for our customers and dealers. With over one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world.

When you join Caterpillar,you'rejoining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. Wedon'tjust talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Your Work Shapes the World at Caterpillar Inc.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies.We’vecreated an inclusive environment for you to explore your passions, make an impact, and do the work that really matters. Join Us.

Job Opportunity:

We are seeking talented individuals to join our team to help us grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work withcutting-edgetechnologies and collaborate with top professionals working onvery highimpact and visibility products.Don'tmiss this chance to join and support digital innovation for a global leader in heavy machinery!

What will you do?

AI Enablement Specialist providesself-service support by testing and evaluating AI-driven experiences, analyzing live case andself-service data, andidentifyingopportunities to shift support scenarios from live contact center cases to scalableself-service solutions. Responsible for reviewing AI performance,validatingresponse accuracy, and partnering cross-functionally to convert repeat case drivers into effectiveself-service and AI-enabled resolutions that enable a best-in-class support experience.

• Test,validate, and evaluate AI-powered self-service solutions to ensure accuracy, relevance, and quality before and after deployment

• Analyze case data, customer interactions, dashboards, and KPIs toidentifytrends, shift-left opportunities, and improvement areas across AI and self-service experiences

• Collaborate with Knowledge, Training, Quality, Operations, Business Development and Product partners to convert case-driven issues intoself-service content, AI intents, and/or guided solutions

• Monitor and support improvement of AI containment, deflection, repeat contact drivers, and customer experience indicators

• Develop subject matterexpertisein supported products, Microsoft tools, AIself-service strategy, and contact center workflows

• Maintain awareness of AI, self-service, and digital support trends, developments, and best practices

• Identifyand implement opportunities to streamline processes, improve AI performance, and enhance the customer experience

• Maintain and update the knowledge base, FAQs and support documentation that feed into AI training data, ensuring content is current and aligned with customer serviceobjectives.

• Collaborate with support leaders and IT teams to gather requirements, prioritize automationinitiativesand ensure alignment with business goals.

• Develop andmaintainprocess documentation, workflow diagrams and automation playbooks for knowledge sharing and training.

• Ensure all automation solutions are compliant with company policies, data privacyregulationsand industry standards.

• Benchmarkautomationperformance against industry standards and competitors toidentifyopportunities for further optimization.

• Advocate for a culture of continuous improvement and digital innovation within the customer service and support team.

• Gather and incorporate feedback from frontline advisors and customers to refine automation solutions and ensure they meet real-world needs.

• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time

Candidate must be highly accountableand bewilling to flex as the needs of the business change. This position requires strong analytical, interpersonal, and communication skills, with the ability to work in a fast-paced, customer-focused environment. Position is in frequent contact with internal business partners across multiple Caterpillar departments and mustassist, support, and coordinate AI andself-service initiatives with them.

ThispositionworksdirectlywithSlovakiabasedengineeringleadershipandCatDigitalITintheUS.

What you have:

Background and experience:

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

• Effective Communications: Understanding of effective communication concepts,toolsand techniques; ability to effectivelytransmit, receive, and accurately interpret ideas, information, and needs through the application ofappropriate communicationbehaviors.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing,anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Relationship Management: Knowledge of relationship management techniques; ability toestablishand maintain healthy working relationships with clients, vendors, and peers.

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect

Top Candidates will also have:

• Strong problem-solving, analytical, coordination, time management, and communication skills. Contact center experience is preferred, along with experience reviewing customer support data and digital interactions.

• Experience working with contact center tools such as Salesforce, Microsoft

• Experience reviewing customer data, case trends, or digital performance metrics and building a business case for next step recommended actions

• Experience with a variety of AI tools

• Intermediate knowledge of Microsoft Word, PowerPoint, and Excel

• Strong written and verbal communication skills

• Experience testing orvalidatingAI, virtual assistants, chatbots, or digitalself-service solutions

• Experience building an AI agent

• Knowledge of contact center operations, self-service strategy, quality, training, or knowledge management

• Understanding of how live case drivers translate intoself-service and AI opportunities

• Solid understanding of Business Process Outsourcing environments and supplier partnerships

Whatweoffer:

At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well asvery competitivecompensation and benefits packages, like:

• 3000+euros/monthgross

• Performance related annual cash incentive

• Industry leading Pension plan

• 5daysof extravacationabovethelegislativerequirement

• AttractiveLifeinsurance

• 1Volunteeringday

• MultisportCard

Take the chance to apply now for this position at Cat Digital Slovakia branch!

Contract type:

Full-time

Place of work:

Kosice, Slovakia

AdditionalInformation:

Pleasefrequentlychecktheemailassociatedwithyourapplication,includingthejunk/spamfolder, asthisistheprimarycorrespondencemethod.Ifyouwishtoknowthestatus ofyourapplication-pleaseusethecandidatelog-in onourcareerwebsiteasitwillreflectanyupdatestoyourstatus.

CaterpillarisanEqualOpportunityEmployerandconsidersapplicantsforallpositionswithoutregardtorace,color,religionorbelief, sex,age,nationalorigin,citizenshipstatus,maritalstatus,military/veteranstatus,geneticinformation,sexualorientation,genderidentity,physicalormentaldisabilityoranyothercharacteristicprotectedbyapplicablelaws.

Caterpillariscommittedtocreatingadynamicworkenvironmentthatvaluesdiversityandinclusion,respectand integrity,customerfocus, andinnovation.Formoreinformation,visithttps://www.caterpillar.com/en/careers/why-caterpillar.html

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Base Minimum Pay:

Please note that salary is only one component of the total compensation and benefit package available at Caterpillar.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.

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