GE Appliances, a Haier company · 15 hours ago
Principal AI Content Creator
Louisville, KY
Full-time
Onsite
Senior Level, Lead/Staff
7+ years expGE Appliances, a Haier company, is the fastest-growing appliance company in the U.S. and is seeking a highly motivated AI Content Creator to join their digital innovation team. This role focuses on revolutionizing customer service through AI-driven interactions, enhancing customer engagement, and optimizing AI models for improved transactional capabilities.
Consumer Goods
Responsibilities
Establish foundational practices, standards, and processes for AI agent development, helping shape the framework and culture for future AI projects / team roles
Design and create actionable use cases / AI agents that drive customer engagement, from common FAQs to complex transactional workflows such as order management, repair scheduling, warranty verification, and troubleshooting appliance issues
Develop conversation flows and decision trees that reflect real-world customer needs and product intricacies, ensuring a seamless, human-like experience
Collaborate with product experts, engineers, and customer service teams to understand business requirements and translate them into practical, AI-driven use cases / agents for the contact center
Work directly with AI models to build, continuously train, fine-tune, and improve natural language processing (NLP) and intent recognition to better understand and respond to customer inquiries
Review & share AI performance analytics, identify areas for improvement, and optimize responses for accuracy, relevance, and efficiency
Utilize feedback loops, user testing, and real-world interactions to iteratively enhance the bot’s capabilities and ensure high first-contact resolution (FCR) and customer satisfaction
Build and refine AI-driven transactional flows to enable the bot to carry out specific actions such as processing orders, issuing returns, and managing warranty claims or repair requests
Collaborate with cross-functional teams to integrate back-end systems (CRM, ERP, ticketing) to ensure the AI tool can execute real-world transactions and link them to the customer’s journey
Ensure that AI tools adhere to data security, compliance standards, and organizational guidelines while executing transactions on behalf of customers
Work with the operations teams to identify key pain points in the customer journey that can be alleviated or streamlined through AI
Partner with DT (Digital Technology) function and data teams to ensure the smooth integration of AI-driven tools into the existing contact center platform, ensuring real-time synchronization and data accuracy
Support AI-related initiatives by acting as a subject matter expert on customer-facing AI tools, offering recommendations for both new use cases and scalability improvements
Ensure all AI implementations comply with DT (Digital Technology)-defined tools, frameworks, and governance standards
Monitor AI tool performance metrics (e.g., accuracy, containment rate, customer satisfaction) to evaluate effectiveness and identify new areas for enhancement
Create reports and dashboards that track the success of AI-driven use cases and identify opportunities for further optimization or feature development
Stay up to date with the latest trends in AI and NLP to recommend new features and capabilities that align with evolving customer needs and industry innovations
Qualification
Required
Minimum of 7 years of relevant experience including 2+ years of experience in AI use case development, conversational AI, or natural language processing for customer-facing solutions
Hands-on experience working with AI chatbots or virtual assistants, including training models, creating conversational workflows, and improving customer interactions
Proficiency in designing conversation flows, decision trees, and designing systems that handle transactions and inquiries
Experience working with AI platforms such as those from Google, AWS, OpenAI, or others
Strong understanding of customer service processes and the ability to translate complex customer needs into practical AI-driven solutions
Strong problem-solving skills and the ability to craft solutions that balance customer experience and business objectives
Highly organized and able to manage multiple AI use-case projects simultaneously
Deep understanding of the customer pain points and how AI can alleviate those in a meaningful way
Effective communicator who can clearly articulate technical concepts to non-technical stakeholders
Preferred
Bachelor's or Master's degree in Computer Science, Engineering, Linguistics, or a related field
Familiarity with scripting languages (e.g., Python, JavaScript) to enhance bot functionalities and integrate APIs for transactional workflows
Experience working with a B2C contact center, especially in a consumer goods or appliance manufacturer environment
Knowledge of NLP models and how they can be fine-tuned for specific customer service applications
Background in customer journey mapping, process automation, or integrating AI with CRM systems (e.g., Salesforce)
Passionate about continuous learning, especially in the AI/ML field, and driven by results
Company
GE Appliances, a Haier company
At GE Appliances, a Haier company, we come together to make good things, for life. Headquartered in Louisville, Kentucky, we are a leading U.S.
10001+ employees
H1B Sponsorship
GE Appliances, a Haier company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (17)
2023 (16)
2022 (31)
2021 (19)
2020 (20)
Funding
Current Stage
Late StageLeadership Team
Kevin Nolan
President & Chief Executive Officer
Marc Charnas
CFO & VP Corporate Strategy
Recent News
2026-01-09
Lane Report | Kentucky Business & Economic News
2025-11-23
Company data provided by crunchbase