Future Forge
Build future-ready skills.
Journey maps, skills and job descriptions for every grade — across the six Future Forge career tracks preparing you for AI, data, cloud and beyond.
AI & Intelligent Automation
Lead the AI revolution in customer support — from mastering generative AI and prompt engineering to designing automated workflows and governing AI-powered tools at scale.
T1-3Step 1
Senior Support Executive (AI Champion)
Floor expert nominated for AI literacy and early adoption of AI tools.
T2-1Step 2
AI Support Analyst
Use AI-powered tools daily — refine chatbot responses, curate prompts and flag automation gaps.
T2-3Step 3
AI Automation Specialist
Design and maintain automated support workflows using RPA and AI copilots.
T3-1Step 4
Senior AI Specialist
Own AI tool evaluation, prompt libraries and automation governance for the team.
T3-3Step 5
AI & Automation Lead
Drive the AI automation roadmap for a region or product domain.
T4-1Step 6
AI & Automation Manager
Manage the AI-in-support team and partner with engineering on model tuning.
T4-3Step 7
Senior AI & Automation Manager
Own the global AI automation strategy — tooling, ethics, measurement.
T5-1Step 8
Head of AI & Intelligent Automation
Lead the org-wide AI transformation for Customer Support.
Entry
T1-3
Milestones
8 grade stops
Top
T5-1