AI Solutions Specialist

About the Role

As an AI Solutions Specialist on the Customer Experience team, you will help connect AI-driven customer success with intelligent workflow automation to improve results throughout the customer journey. The position is designed for someone who can combine an Agentic Customer Success mindset with the practical ability to configure, connect, and refine AI solutions, without needing advanced software engineering expertise.

You will work with enterprise tools such as Salesforce, Gainsight, Gong, and similar systems to uncover valuable use cases, build and support agentic workflows and automations, and collaborate across teams to embed AI into customer engagement processes. The work will involve prompt engineering, workflow orchestration tools like n8n, Make, and Zapier, as well as LLM APIs, with a focus on turning business needs into functioning automations rather than full-scale production software.

This role supports the company’s effort to scale customer success and support through AI by identifying opportunities, launching intelligent workflows, and improving them through performance data. It also helps free senior technical resources so they can focus on more complex engineering work.

What You Will Do

• Spot opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency across the lifecycle.
• Create and deliver AI-powered customer success initiatives, including digital journeys, automated interventions, and agent-assisted workflows.
• Convert business needs into working prototypes and practical solutions using no-code or low-code tools, LLM APIs, and prompt engineering.
• Continuously improve AI programs using performance metrics and customer feedback.
• Design workflow orchestration pipelines with platforms such as n8n, Make, Zapier, or similar logic layers.
• Connect AI solutions with enterprise systems including Salesforce, Gainsight, Gong, and Pendo through APIs, webhooks, and middleware.
• Maintain dependable data movement between systems so routine updates do not require engineering support.
• Develop, test, and refine prompts to improve model accuracy, consistency, and overall performance.
• Use RAG patterns and evaluation methods to strengthen solution quality.
• Build feedback mechanisms that help improve deployed agents and models using real-world usage data.
• Track AI program results such as engagement, success rates, efficiency, latency, and cost effectiveness.
• Support dashboards and reports that communicate AI performance trends and recommendations to leadership.
• Work closely with Customer Success, Product, Engineering, Operations, and Enablement to integrate AI into core workflows and customer strategies.
• Serve as a go-to resource on AI capabilities, translating agentic concepts into clear business value for stakeholders.
• Stay up to date on new AI capabilities, model releases, and agentic frameworks to keep improving the team’s approach.
• Take on additional work as needed to support the Customer Experience organization, including AI governance, tool evaluation, training, enablement, and strategic AI initiatives.

What We’re Looking For

• Comfort working with AI and LLM concepts and the ability to turn agentic ideas into practical business outcomes without deep software engineering knowledge.
• Hands-on experience with workflow automation and orchestration tools such as n8n, Make, Zapier, or similar platforms.
• Ability to read platform telemetry, usage information, and performance dashboards and turn them into actionable recommendations.
• Strong communication skills for presenting AI outcomes and program results in business terms to internal stakeholders.
• Sound judgment around responsible AI use, especially in a regulated, customer-trust-sensitive setting.
• A proactive, execution-oriented mindset with the ability to work through ambiguity and deliver end-to-end.
• Experience with CRM or customer success platforms such as Salesforce or Gainsight, or comparable systems.
• Ability to collaborate across teams and influence others without formal authority.
• Bachelor’s degree or an equivalent mix of education and relevant experience.
• 2–4 years of experience in Customer Success, Professional Services, support operations, or a similar customer-facing role at a SaaS or technology company is preferred.
• Experience in healthcare, regulated environments, or enterprise B2B SaaS is a plus.
• Practical exposure to prompt engineering, automation building, or configuring AI agents in a professional or personal setting is preferred.
• Experience integrating enterprise platforms such as Salesforce, Gainsight, Gong, or Pendo through APIs or webhooks is preferred.
• Familiarity with reporting tools such as Salesforce reports, Power BI, Tableau, or Gainsight dashboards is preferred.
• Experience writing process documentation, runbooks, or playbooks for cross-functional teams is preferred.
• Experience working within compliance, privacy, or regulatory frameworks such as HIPAA or SOC 2 is preferred.
• Healthcare domain knowledge, including EHR ecosystems, HL7/FHIR, or clinical data workflows, is preferred.
• Experience contributing to cross-functional initiatives across Customer Success, Product, Engineering, and Operations is preferred.
• Coursework, certification, or self-directed study in AI, data analytics, prompt engineering, or related fields is preferred.

Compensation and Benefits

The Canadian base salary for this position is CAD 81,000 to CAD 90,000 annually, with overtime non-eligible status, plus bonus and benefits. Compensation is determined by role level, relevant skills, experience, and work location. A recruiter can provide further details about the overall rewards package during the hiring process.

Additional Information

The hiring team may use AI tools during parts of the recruitment process, such as screening applications, reviewing resumes, evaluating responses, and identifying possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people. If you want to know more about how your information is handled, you may contact the company directly.

Important Notes

The salary range above was provided for Canadian locations and is repeated in the source information. The role is full-time and onsite in Mississauga, Ontario, Canada.