AI Solutions Architect, Fluent English

This is a fully remote position, open to applicants in Czechia.

📋 Description

• Facilitate structured discovery and audit sessions with clients to evaluate current operations, including ticketing workflows, SLAs, and critical performance metrics (CSAT, FCR, AHT, response times).

• Examine support workflows, ticket categories, volume trends, and escalation pathways to pinpoint inefficiencies, bottlenecks, and significant automation prospects.

• Assess clients' existing customer support platforms (such as Zendesk, Freshdesk, Intercom, etc.) and evaluate their automation and AI feature utilization maturity.

• Create scalable workflow and automation strategies customized to each client's support operations, technology infrastructure, and business objectives.

• Identify and propose AI-driven solutions like chatbots, NLP-based ticket classification, auto-triage systems, and agent assist tools to enhance efficiency and customer satisfaction.

• Craft AI readiness assessments and roadmaps detailing current-state deficiencies, aspirational vision, and a phased implementation strategy.

• Convert technical findings and data-driven insights into clear, actionable recommendations and executive-ready materials for both technical and non-technical audiences.

• Keep abreast of emerging AI technologies, vendor capabilities, and best practices in customer support automation to guide clients on innovation opportunities.

⛳️ Requirements

• Proficiency in English.

• Over 1 year of professional experience in creating AI-driven customer support automation and workflow optimization strategies.

• Strong comprehension of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT).

• Practical experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI functionalities.

• Robust knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools).

• Capability to conduct structured discovery/audit sessions and analyze support workflows, ticket categories, and volumes.

• Strong analytical abilities to identify automation opportunities and inefficiencies.

• Experience in designing scalable workflows and automation strategies.

• Skill in evaluating and prioritizing initiatives based on ROI and business impact.

• Excellent communication skills to convert findings into clear, actionable recommendations.

🏝️ Benefits

• Provision of services during business hours.

• Opportunity for complete remote collaboration.

• Inclusive international work environment.

• Compensation provided in USD.

• Rewards for referring friends.

• Balance between project workload and personal time, alongside an internal health policy.

• Responsive leadership focused on your growth and long-term collaboration.

• Supportive conditions for self-development.

• A culture founded on trust, with no requirements for time tracking.