CX AI Architect

FYUL

CX AI Architect at FYUL enhancing automated support focusing on customer experience and empathy. Lead the development of conversational AI strategies to improve automated resolution rates.

Posted 5/27/2026full-timeRiga • 🇱🇻 LatviaMid-LevelSenior💰 €2,500 - €4,000 per monthWebsite

About the role

Key responsibilities & impact

To own the soul of our chatbot experience and transform our automated support from a "barrier" into a premium "Resolution Engine."
Journey Mapping: Design the seamless transition from "Bot to Human."
Continuous Optimization: Use A/B testing to refine bot responses.
Trust Building: Implement "Validation Loops" where applicable, so the bot confirms it understands the user before acting.
AI Governance & Guardrails: Establish strict protocols and guardrails for LLMs.
Automated Resolution Strategy: Identify which manual 1-on-1 human tasks can be safely automated.
Cross-Functional Leadership: Work with Support, Product, and engineering teams to ensure the bot’s knowledge base is in sync with human agents.

Requirements

What you’ll need

Core Technical Competence: Prompt Engineering & LLM Orchestration: Mastery of guiding models (GPT-4, Claude, Gemini etc.)
Strong understanding of LLM behavior, limitations, hallucination patterns
Conversation Design (CxD): Experience designing system prompts, guardrails, and response constraints.
Deep understanding of flow mapping, intent recognition, and the "human" elements of dialogue (brevity, empathy, and pacing).
Confidence scoring and escalation logic design
Data Literacy: Ability to dive into chat logs and sentiment analysis to identify exactly where the "frustration" occurs (the friction points).
Technical Integration Knowledge: Experience integrating GenAI with support platforms (like Zendesk, Salesforce etc.) and APIs to ensure the bot can actually solve problems, not just talk about them.
Product Empathy: A "user-first" mindset. They should be obsessed with reducing the Customer Effort Score (CES) and improving bot Customer Satisfaction Scores (CSAT).
CX & Operational Depth: Deep understanding of customer journey design
Experience in customer support taxonomy and intent mapping
Ability to design AI-human orchestration models
Strong grasp of containment vs intent success trade-offs
Understanding of agent workflow impact and cognitive load
Analytical & Strategic Thinking: Ability to analyze containment, reopen rates, CSAT by entry channel
Comfortable running structured experiments and A/B testing
Strong problem-framing skills
Can translate CX friction into architectural solutions
Soft Skills: Cross-functional stakeholder management experience
Comfortable being challenged
Strong communication skills for leadership reporting

Benefits

Comp & perks

Private health insurance
2 extra paid days off to focus on your mental or physical well-being
1 extra paid day off to celebrate a Birthday or any other celebration of your choice
Access to mentorship, internal meetups, and hackathons, both on-site and online
Free and healthy lunch if you work from the Rīga office
Design and order your own merch using our platforms with an employee discount
Exciting team-building events and parties you’ll never forget!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Prompt EngineeringLLM OrchestrationConversation DesignFlow MappingIntent RecognitionConfidence ScoringData LiteracyTechnical IntegrationA/B TestingAI-Human Orchestration

Soft Skills

Cross-Functional LeadershipProduct EmpathyAnalytical ThinkingStrategic ThinkingStrong CommunicationProblem-FramingUser-First MindsetComfortable Being ChallengedTrust BuildingContinuous Optimization