AI Solutions Developer Expert

As an AI Solutions Engineer, you will be responsible for delivering exceptional customer experiences and educating customers on our AgentX Support product. This is a hands-on, highly technical role that requires direct interaction with customers to integrate our product into their systems, build flows, diagnose and report issues, and serve as a bridge between our customers and product teams.

The ideal candidate will have a strong background in engineering and web development, with experience in designing, developing, and implementing AI-driven solutions. They should be proficient in JavaScript, DOM manipulation, and browser developer tools for front-end automation, as well as experienced in working with WebSockets for real-time communication in support interfaces.

This role involves taking ownership of customer communications and issues from initiation to resolution, delivering an outstanding customer experience. The successful candidate will also be able to develop custom web scraping solutions to extract structured data from various sources, and demonstrate a solid understanding of anti-scraping techniques and HTML parsing libraries.

We are seeking an experienced AI engineer who can play a key role throughout the product development lifecycle, from ideation to implementation. The candidate will work closely with the Support team to ensure an exceptional customer experience by making our product easy to use, reliable, bug-free, and responsive.

• Main Responsibilities:
• Design and implement AI-powered customer support automation solutions to reduce resolution times and improve customer satisfaction.
• Develop intelligent ticket routing and classification systems to ensure customer issues reach the right agent faster.
• Build conversational AI agents capable of handling common customer inquiries without human intervention.
• Create analytics dashboards to measure and optimize the effectiveness of support automation solutions.
• Continuously monitor and enhance system performance to ensure efficiency, reliability, and scalability.
• Troubleshoot and debug complex issues, understanding both our codebase and the diverse technologies used by customers.
• Create and deliver custom product demonstrations to support the Sales team and other internal stakeholders.
• Enhance internal processes and promote teamwide knowledge sharing by contributing to the internal knowledge base.

To excel in this role, you will need:

• A B.Tech/B.E. or higher degree in Computer Science, Artificial Intelligence, Machine Learning, or a related technical field.
• 5+ years of relevant experience in the design, development, and implementation of AI-driven solutions.
• Proven experience in AI engineering, with a strong focus on agent-based systems.
• Strong knowledge of JavaScript, DOM manipulation, and browser developer tools for front-end automation.
• Experience working with WebSockets for implementing real-time communication in support interfaces.
• Ability to develop custom web scraping solutions to extract structured data from various sources.
• Solid understanding of anti-scraping techniques and experience with HTML parsing libraries.
• 2-3 years of hands-on coding experience in Python and/or JavaScript.
• Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or ServiceNow.
• Demonstrated success implementing conversational AI for customer-facing applications.
• Strong understanding of intent classification and entity extraction techniques for support queries.
• Experience with support ticket analytics and automated response systems.
• Familiarity with omnichannel support integration (chat, email, voice, social media).
• Understanding of key customer support metrics (CSAT, NPS, First Contact Resolution) and strategies to optimize them through automation.

The ideal candidate will possess:

• Strong collaboration skills, ability to adapt to a dynamic start-up environment, with a passion for making an impact.
• Strong critical thinking, analytical skills, with an entrepreneurial and proactive mindset.
• Ability to effectively prioritize tasks and manage time, even under high-pressure situations.
• Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience.
• Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly.
• Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge.