AI Solutions Architect, Fluent English

SupportYourApp

AI Solutions Architect designing intelligent automation solutions for customer support at SupportYourApp, an international Intelligent Support-as-a-Service company.

Posted 5/21/2026contractRemote • 🇪🇸 SpainJuniorWebsite

About the role

Key responsibilities & impact

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 client's support operations, technology stack, and business goals.;
Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience;
Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan;
Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders;
Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.

Requirements

What you’ll need

Fluency in English
1+ year of professional experience in designing AI-driven customer support automation and workflow optimization strategies
Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT)
Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI features
Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools)
Ability to run structured discovery/audit sessions and analyze support workflows, ticket categories, and volumes
Strong analytical skills to identify automation opportunities and inefficiencies
Experience designing scalable workflows and automation strategies
Ability to assess and prioritize initiatives based on ROI and business impact
Excellent communication skills to translate findings into clear, actionable recommendations.

Benefits

Comp & perks

Providing services during business hours
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time, but also – internal health policy
Responsive leadership interested in your growth and long-lasting cooperation
Greenhouse conditions for self-development
A culture built on trust, with no time-tracking requirements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-driven customer support automationworkflow optimizationticketing workflowsSLAsKPI analysischatbotsNLPauto-triageagent assist toolsdata analysis

Soft Skills

analytical skillscommunication skillsstructured discoveryrecommendation translationstakeholder engagement