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(fluent English) AI Solutions Architect (Czechia)

1 month, 3 weeks ago
Czech Republic
Contract
Junior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
NLP
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SupportYourApp

SupportYourApp

SupportYourApp is a multinational company offering high-quality customer support services for tech companies worldwide, with 24/7 support in 55 languages, PCI/DSS and ISO certifications, and a focus on customer satisfaction and long-term client relatio...

Internet Software & Services
251-1K
Founded 2010
View All Jobs 50

Description

  • Conduct structured discovery and audit sessions with clients to assess support operations, workflows, SLAs, and performance metrics.
  • Analyze ticket categories, volume patterns, and escalation paths to identify bottlenecks and automation opportunities.
  • Evaluate customer support platforms such as Zendesk, Freshdesk, and Intercom and review their automation and AI feature usage.
  • Design scalable workflow and automation strategies aligned to each client’s support operations, technology stack, and business goals.
  • Identify and recommend AI solutions such as chatbots, NLP-based ticket classification, auto-triage systems, and agent assist tools.
  • Develop AI readiness assessments and phased implementation roadmaps covering current-state gaps and target-state plans.
  • Translate technical findings and data-driven insights into clear recommendations and executive-ready deliverables.
  • Stay current on emerging AI technologies, vendor capabilities, and best practices in support automation.
  • Assess and prioritize initiatives based on ROI and business impact.

Requirements

  • Fluency in English.
  • 1+ year of professional experience designing AI-driven customer support automation and workflow optimization strategies.
  • Strong understanding of customer support operations, including ticketing workflows, SLAs, and KPIs such as CSAT, FCR, and AHT.
  • Hands-on experience with Zendesk, Freshdesk, and Intercom, including their automation and AI features.
  • Solid knowledge of AI applications in customer support, including chatbots, NLP, auto-triage, and agent assist tools.
  • Ability to run structured discovery and audit sessions and analyze support workflows, ticket categories, and volumes.
  • Strong analytical skills to identify inefficiencies and automation opportunities.
  • Experience designing scalable workflows and automation strategies.
  • Ability to assess and prioritize initiatives based on ROI and business impact.
  • Excellent communication skills to present findings clearly to technical and non-technical stakeholders.
  • Basic technical understanding of integrations, APIs, and support system architecture is an advantage.

Benefits

  • Compensation in USD.
  • Opportunity to work fully remotely.
  • Providing services during business hours.
  • Inclusive international environment.
  • Rewards for referring friends.
  • Balance between project workload and personal time, supported by an internal health policy.
  • Responsive leadership focused on growth and long-term cooperation.
  • A culture built on trust with no time-tracking requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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