(fluent English) AI Integration Specialist

Responsibilities

• ▹Conduct structured discovery and audit sessions with clients (ticketing workflows, SLAs, KPIs such as CSAT, FCR, AHT, response times)
• ▹Analyze support workflows, ticket categories, volume patterns, and escalation paths
• ▹Evaluate clients' existing support platforms (Zendesk, Freshdesk, Intercom) and their AI maturity
• ▹Design scalable workflow and automation strategies tailored to each client
• ▹Recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage, and agent assist tools
• ▹Develop AI readiness assessments and phased implementation roadmaps
• ▹Translate technical findings into clear, executive-ready recommendations

Requirements

• ▹Fluency in English
• ▹1+ year of experience designing AI-driven customer support automation and workflow optimization
• ▹Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT)
• ▹Hands-on experience with Zendesk, Freshdesk, and Intercom, including their automation and AI features
• ▹Knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist)
• ▹Ability to run structured discovery/audit sessions and analyze workflows
• ▹Strong analytical skills to identify automation opportunities and inefficiencies
• ▹Experience designing scalable workflows and automation strategies
• ▹Ability to prioritize initiatives based on ROI and business impact

Nice to have

• ▹Basic technical understanding of integrations, APIs, and support system architecture

Soft skills

What we offer

• ▹Fully remote work
• ▹Compensation in USD
• ▹Referral rewards

About the company

An international Intelligent Support-as-a-Service company providing business process outsourcing to IT companies worldwide for 15 years, with 1300+ people supporting clients in 60 languages, partnering with brands like MasterCard, Calm, and MacPaw.