Leads end-to-end implementation of agentic AI customer support platforms, including discovery, configuration, integrations, knowledge-base optimization, RAG tuning, routing, escalation workflows, testing, and production deployment. Integrates platforms with Salesforce, Zendesk, Intercom, APIs, and enterprise systems while monitoring answer quality, containment, customer satisfaction, and operational efficiency. Produces implementation documentation, playbooks, performance reporting, and knowledge-transfer materials.

Supports and enhances the organization’s SharePoint Online intranet and Microsoft 365 digital workplace. Responsibilities include SharePoint administration, content management, user support, troubleshooting, governance, permissions reviews, quality assurance, training, documentation, stakeholder engagement, and adoption initiatives. The specialist also supports migrations, identifies usability improvements, and stays current with Power Platform and AI-enabled Microsoft technologies.