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Birmingham, United States EBSCO Full time
Headquartered in Birmingham, Alabama, Moultrie Mobile (www.moultriemobile.com) is a rapidly scaling software and cellular camera platform used by hunters, property owners, jobsite managers, and others for real-time remote monitoring. We take pride in developing deep user understanding, obsess about the details, and go the extra mile to show our users we love them. Moultrie is first and foremost customer driven - hardware, software, marketing, and customer success teams collaborate to deliver a quality user experience. Moultrie Mobile is a division of PRADCO Outdoor Brands, a leader in producing game calls, scents, attractants, game feeders, game cameras, tree stands and fishing lures. PRADCO has been in business since 1894, and we offer the stability and benefits of a firmly established corporation while operating as a growth-focused team with the entrepreneurial spirit of a startup.

We are guided by the following principles: We put the customer first.; We are curious and seek to learn.; We take ownership.; We are grounded.; We win as a team.; We are builders working with relentless energy, urgency, passion, and drive.; We innovate, experiment, and take risks.

Strategic adoption and continuous improvement of the right tools is crucial to the success of Moultrie Mobile. The primary responsibility of the Innovation Specialist is to build and continuously optimize all CS platforms with a focus on automation. The Innovation Specialist will own this area as a detail and data oriented self-starter. This specialist will drive increased automation at the most granular level while maintaining a holistic view of the platform ecosystem. The Innovation Specialist will report to the VP, who crafts the strategy for the department and works with the CS Leadership team to accomplish department and company goals.

Duties and Responsibilities:

Platform Management:
  • Maintain and optimize all platforms used by the CS Team. This includes continuous learning about platform developments and executing updates
  • Manage changes to existing platforms and/or implementation of new platform
  • Configure and integrate conversational AI solutions, ensuring seamless functionality and optimal customer experience while meeting automation metric targets
  • Develop and validate the performance of the overall platform design
  • Analyze and report on tool functionality to make improvements and updates to current workflows
  • Conduct rigorous testing and validation of AI models and conversational flows to identify and address any issues related to accuracy, performance, or usability
  • Monitor and analyze conversational data and customer/agent feedback to iteratively optimize and improve the performance and engagement of AI-powered interactions
  • Provide training and support to Customer Success team on utilizing conversational AI tools effectively to enhance customer engagement and satisfaction
  • Stay updated with the latest advancements and best practices in conversational AI technologies, Zendesk platform features, and customer support trends to drive continuous innovation and improvement
Launch Management:
  • Track the progress of upcoming launches with other departments
  • Coordinate with Product to receive all app/product pre-launch resources to prepare new automateorkflows
  • Manage build of new bot workflows to support launches including app, product, and running changes
  • Partner with Training/QA Specialist to build training resources for bot automation
Data Analytics and Reporting:
  • Build, analyze, and report on bot health metrics
  • Build and maintain all bot metric tracking in Tableau
  • Report all key bot metrics for app/product launches and ongoing development work to CS leadership and other departments
  • Recommend proactive customer engagement strategies based on bot platform metric trends
Job Requirements:
  • Bachelor's degree is required. Project Management, Computer Science, Engineering, Data Science, or related field
  • Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions and optimize AI models for performance and accuracy
  • Proficiency in natural language processing (NLP), machine learning, and AI technologies, with hands-on experience in building and training AI models
Preferred Requirements:
  • Experience developing and implementing conversational AI solutions, preferably within the context of customer support or service, specifically with voice and chat script design
  • Experience with Zendesk's platform, including familiarity with Zendesk Messaging, Talk, Support, and other related products
  • Experience managing data science and/or machine learning projects
Essential Job Functions:
  • An extreme ownership mindset to drive continuous optimization of the tools
  • Excellent communication and collaboration skills, with the ability to work effectively in cross-functional teams and communicate complex technical concepts to non-technical stakeholders
  • Self-motivated and proactive, with a passion for innovation and a commitment to delivering exceptional customer experiences through conversational AI technology


We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.