Role Description The AI Automation & Enablement Specialist is responsible for driving operational efficiency, AI adoption, and systems integration across the Client Services organization at Ncontracts. This role sits at the intersection of technical execution and strategic enablement – building the automations, data pipelines, and AI-powered workflows that eliminate process inconsistencies, reduce manual effort, and allow CS leadership and the broader team to operate with greater speed and clarity. The role begins with CS leadership – identifying and resolving the manual, repetitive, and inconsistent workflows that create friction and slow decision-making – and then scales proven solutions, tools, and capabilities across the broader Client Services organization. This is not a traditional IT or data engineering position. It is a hybrid role: part technical builder, part internal AI coach, and part systems architect, with a mandate to continuously improve how the CS organization operates. The ideal candidate brings both technical depth and strong communication skills – equally effective designing a complex automation and delivering hands-on training to a non-technical team. Above all, this person is a proactive observer and self-starter who identifies operational gaps and improvement opportunities independently, brings forward structured recommendations, and takes ownership of solutions from concept through delivery. Key Responsibilities - 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, 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. Qualifications - 3+ years of experience in a technical role involving automation, AI tools, systems integration, or workflow development – ideally within a SaaS or financial services environment. - Demonstrated hands-on experience building automations and workflows using platforms such as n8n, Zapier, Make, or comparable tools. - Experience working with AI tools including large language models (Claude, ChatGPT, or similar), including prompt engineering, agent design, and practical business application. - Ability to work with APIs, webhooks, MCPs, and data integrations to connect business systems and automate data flows. - Strong ability to communicate technical concepts clearly to non-technical stakeholders – this role trains and enables people, not just builds for them. - Demonstrated track record of proactively identifying problems and opportunities without waiting to be directed – a self-starter who brings ideas and recommendations forward. - Ability to manage multiple projects, prioritize independently within an agreed framework, and deliver in a fast-paced environment. Requirements - Bachelor’s degree in a relevant field or equivalent professional experience. - Experience with Salesforce, including report building, data exports, and API connectivity. - Experience with ChurnZero or comparable customer success platforms used in enterprise SaaS environments. - Familiarity with JavaScript, Python, or other scripting languages for custom automation logic. - Experience designing or delivering internal training programs on AI or technology tools. - Experience in financial services, fintech, compliance, or a regulated industry SaaS environment. - Familiarity with AI governance concepts and responsible AI use in an enterprise context. Benefits - A fun, fast-paced work environment - Responsible PTO Plan that meets or exceeds state and local medical and family leave laws - 11 paid holidays - Community and social events to keep you connected and engaged - Mental Health Benefits - Medical, Dental and Vision insurance - Company-paid Group Life Insurance, Short- and Long-Term Disability - Flexible Spending Account & Health Savings Account - Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice - Pet Insurance - 401 (k) with company match with eligibility on Day 1 of employment - 2 Paid Volunteer Time Off Days - And much more!