AI Enablement Specialist

Náplň práce, právomoci a zodpovednosti:
Who is CAT Digital? What do we do?

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

Cat® Digital is the digital and technology arm of Caterpillar Inc., leveraging the 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'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.

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’ve created 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 with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery!

What will you do? 
AI Enablement Specialist provides self‑service support by testing and evaluating AI‑driven experiences, analyzing live case and self‑service data, and identifying opportunities to shift support scenarios from live contact center cases to scalable self‑service solutions. Responsible for reviewing AI performance, validating response accuracy, and partnering cross‑functionally to convert repeat case drivers into effective self‑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 to identify trends, 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 into self‑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 matter expertise in supported products, Microsoft tools, AI self‑service strategy, and contact center workflows
- Maintain awareness of AI, self‑service, and digital support trends, developments, and best practices
- Identify and 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 service objectives.
- Collaborate with support leaders and IT teams to gather requirements, prioritize automation initiatives and ensure alignment with business goals.
- Develop and maintain process documentation, workflow diagrams and automation playbooks for knowledge sharing and training.
- Ensure all automation solutions are compliant with company policies, data privacy regulations and industry standards.
- Benchmark automation performance against industry standards and competitors to identify opportunities 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 accountable and be willing 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 must assist, support, and coordinate AI and self‑service initiatives with them.

This position works directly with Slovakia based engineering leadership and Cat Digital IT in the US.

Zamestnanecké výhody, benefity:
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 as very competitive compensation and benefits packages, like:
- 3000+ euros / month gross
- Performance related annual cash incentive
- Industry leading Pension plan 
- 5 days of extra vacation above the legislative requirement
- Attractive Life insurance
- 1 Volunteering day
- Multisport Card

Informácie o výberovom konaní:
Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. ​

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.​

Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html​

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Požiadavky na zamestnanca:
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, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- 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 to establish and 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 or validating AI, virtual assistants, chatbots, or digital self‑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 into self‑service and AI opportunities
- Solid understanding of Business Process Outsourcing environments and supplier partnerships