About the Team:
The Digital Customer Experience Team is at the forefront of transforming how our customers interact with our SaaS platform. We are a passionate and innovative group dedicated to building world-class digital self-service channels that empower customers, drive efficiency, and significantly reduce support case volume through the strategic application of Artificial Intelligence (AI) and automation.
Role Overview:
We are seeking a highly motivated and results-oriented AI‑Powered Digital Experience Architect to build and scale intelligent self-service solutions. You will leverage cutting-edge AI technologies (AWS AI services, Google Gemini, OpenAI models, etc.) to create digital experiences that bolster self-service capabilities, automate knowledge base creation, and drive significant support ticket reduction and customer satisfaction.
Responsibilities:
- Strategize & Implement AI‑Driven Self‑Service: Define and execute AI and automation strategy across knowledge base, chatbots, virtual assistants, and in-app guidance.
- Design & Architect Scalable Experiences: Build robust, scalable digital experiences for proactive customer self‑resolution.
- Automated KB Creation: Research, evaluate, and implement AI-powered pipelines for knowledge base generation and maintenance.
- Integrate AI Technologies: Hands‑on integration of AWS AI, Google Gemini, OpenAI APIs, and other platforms into our self‑service infrastructure.
- Optimize Support Workflows: Automate repetitive support tasks through intelligent self‑service tools.
- Develop High‑Impact Content: Collaborate with subject matter experts to produce and optimize automated self‑service content.
- Analyze & Improve: Monitor KPIs for self‑service adoption, case deflection, and satisfaction; iterate based on data.
- Cross‑Functional Collaboration: Partner with Product, Engineering, and Support to align on customer needs.
- Stay Current: Research emerging AI technologies and industry best practices.
- Champion Execution: Own projects end-to-end, driving them to completion with minimal supervision.
Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 3+ years building digital customer experiences at scale in SaaS.
- Strong AI/ML principles and practical application experience.
- Hands‑on with AWS AI, Google Cloud AI/Vertex AI, OpenAI APIs.
- Familiarity with support processes and self‑service solutions.
- Experience in automated KB generation, chatbots, and virtual assistants.
- Proficiency in data analysis and KPI-driven improvements.
- Excellent communicator, able to bridge technical and non‑technical audiences.
- Self‑motivated with a “get things done” mindset.
Bonus: Automated content generation expertise, CRM/ticketing system familiarity, A/B testing experience, relevant certifications.
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What We Do
PracticeTek was established by investors and entrepreneurs who came together with a vision for the future of healthcare: high-quality care delivered seamlessly and on demand, without the burden and confusion of traditional systems. We are a collection of best-in-class software solutions that serve the retail healthcare market, including dental, orthodontic, chiropractic, optometry, and dermatology practices. Our solutions empower allied professionals to connect with their patients and grow their business. The result is better care, lower workloads for staff, and less overhead costs for providers — which means more resources for improving patient care. PracticeTek invests in middle-market, retail-healthcare SaaS companies. Established by industry veterans with decades of experience at the helm of successful software enterprises, PracticeTek provides opportunities for entrepreneurs to accelerate their personal wealth, continue to run and grow their business, while collaborating with other like-minded entrepreneurs to continue their legacy and impact the future of healthcare. PracticeTek is an investment firm with a mission: we partner with founders who are changing healthcare for all.
