Senior Director Analyst, Customer Service and Support – AI Expert Remote - US

Job description

Senior Director Analyst, Customer Service and Support – AI Expert About the role: We’re seeking a Senior Director Analyst who is an expert in AI-enabled solutions within Customer Service and Support. As part of our Customer Service and Support expert team, you will advise customer service and support leaders in leveraging AI and agentic technology–AI agents, AI-enabled chatbots, voice AI, and other employee or customer-facing channels–to optimize customer service operations, enhance service experience, and achieve tangible business results in customer service. The ideal candidate will have experience applying Generative AI (GenAI) technologies (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) and automation technology within customer service and support environments. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience. Gartner Analysts are recognized as industry thought leaders, responsible for creating must-have research, market predictions, and best practices for a wide array of world-leading organizations. A Se...