About the role:
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We are looking for an AI Solutions Architect to join our community - someone passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments.
What you will do:
Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times).
Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities.
Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage.
Design scalable workflow and automation strategies tailored to each clien...