AI Solutions Architect, Fluent English

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

📋 Description

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

• Examine support workflows, ticket categories, volume trends, and escalation paths to pinpoint inefficiencies, bottlenecks, and significant automation opportunities;

• Assess clients' current customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and evaluate the sophistication of their automation and AI feature utilization;

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

• Identify and propose AI-driven solutions such as chatbots, NLP-based ticket classification, auto-triage systems, and agent assist tools to enhance efficiency and customer experience;

• Develop assessments of AI readiness and roadmaps that detail current-state deficiencies, target-state vision, and a phased implementation strategy;

• Convert technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables 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 innovative opportunities.

⛳️ Requirements

• Proficiency in English;

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

• Comprehensive understanding of customer support operations (ticketing workflows, SLAs, KPIs such as CSAT, FCR, AHT);

• Practical experience with platforms like Zendesk, Freshdesk, and Intercom, including their automation and AI functionalities;

• Strong 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;

• Excellent analytical skills to detect automation opportunities and inefficiencies;

• Experience in designing scalable workflows and automation strategies;

• Ability to evaluate and prioritize initiatives based on ROI and business impact;

• Exceptional communication skills to convey findings into clear, actionable recommendations.

🏝️ Benefits

• Services provided during business hours;

• Full remote working opportunity;

• Inclusive international working environment;

• Compensation in USD;

• Rewards for referring friends;

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

• Responsive leadership committed to your growth and long-term collaboration;

• Supportive conditions for self-development;

• A culture based on trust, with no time-tracking requirements.