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(Canada) AI Solutions Specialist
Full-time
As an AI Solutions Specialist on PointClickCare's Customer Experience team, you bridge AI-powered customer success and intelligent workflow automation to drive measurable outcomes across the customer lifecycle. You configure, connect, and optimise AI solutions across enterprise platforms without requiring deep software engineering expertise.
Key responsibilities
Identify high-impact opportunities where AI agents and automations improve customer adoption, retention, and efficiency.
Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows.
Build and maintain workflow orchestration pipelines using tools such as n8n, Make, or Zapier.
Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs and webhooks.
Develop and iterate on prompt engineering strategies and apply RAG patterns to improve solution quality.
Monitor AI program performance and translate data into actionable improvements.
Minimum qualifications
Solid understanding of AI/LLM concepts and ability to translate agentic capabilities into business outcomes.
Practical experience with workflow automation and orchestration tools (n8n, Make, Zapier, or equivalent).
Ability to interpret platform telemetry and dashboards to derive actionable insights.
Experience with CRM or Customer Success platforms (Salesforce, Gainsight, or similar).
Bachelor's degree, or equivalent combination of education and relevant experience.
Preferred qualifications
2-4 years in Customer Success, Professional Services, or support operations at a SaaS or technology company.
Hands-on experience with prompt engineering, building automations, or configuring an AI agent.
Experience in healthcare or regulated B2B SaaS; familiarity with HIPAA, SOC 2, EHR, or HL7/FHIR.
