Technical AI Strategist at DigiCert Inc

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

0.0

Posted On

23 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

AI Strategy, LLM Workflow Design, Data Analytics, Customer Experience, Project Management, Technical Expertise, Compliance, Security, AI Integration, Knowledge Management, Customer Support, Automation, Agent Efficiency, Case Resolution, Stakeholder Engagement, Data Privacy, Error Handling

Industry

Computer and Network Security

Description

Who we are We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world. Job summary DigiCert is seeking a Technical AI Strategist to drive the next generation of AI-powered customer support. In this role, you will design, implement, and optimize AI solutions that increase automation, improve agent efficiency, accelerate case resolution, and elevate overall customer experience. You will work cross-functionally with Support, Engineering, Product, and Content Strategy teams to build LLM-driven workflows, enhance knowledge content, and train AI systems to guide customers through PKI and certificate-related tasks. This role combines deep technical expertise with strategic thinking, ensuring our AI initiatives deliver measurable customer and business outcomes while maintaining the highest standards of trust, accuracy, and compliance What you will do Build and execute DigiCert’s AI strategy for our Customer Service teams Design LLM-driven workflows, agent assist tools, and customer-facing automation Analyze and interpret operational and customer data to drive data-based decisions that improve support outcomes and deliver measurable results aligned to company goals. Create, update, and review internal and external knowledge base content used by both customers and support teams, and ensure this content is properly ingested, structured, and utilized by AI systems to deliver accurate and effective responses. Evaluate and integrate AI vendors, platforms, and models Partner with Support leadership to improve CSAT, deflection, and AHT Ensure secure and responsible AI deployment across all touchpoints Develop frameworks to ensure responsible AI use within Support: Data privacy / security controls Prompt safety Model accuracy and error handling Audit trails and compliance Partner with Security and Compliance teams to uphold DigiCert’s trust standards. What you will have A minimum of 3+ years’ hands-on experience with LLMs, RAG, and AI workflow design Knowledge of support operations, ticketing systems, and CX analytics Technical depth in AI architecture, APIs, and enterprise integrations Ability to translate complex problems into simple, scalable AI solutions Strong background in data analytics Proven experience working directly with executive and senior stakeholders. Demonstrated capability in: Vision and strategy development Roadmap planning Project Management Nice to have Degree in Artificial Intelligence, Computer Science, Data Science, Cybersecurity, Software Engineering, or related field preferred Knowledge of PKI technologies, certificate issuance, TLS, cryptographic standards, or digital identity systems beneficial Benefits Provident Fund Medical Aid + Gap Cover Employee Assistance Program Gym Reimbursement Life Insurance Disability Insurance #LI-FP1 __PRESENT __PRESENT __PRESENT

Responsibilities

The Technical AI Strategist will build and execute DigiCert’s AI strategy for Customer Service teams, focusing on designing LLM-driven workflows and enhancing customer experience. This role involves analyzing operational data to improve support outcomes and ensuring responsible AI deployment.