AI Automation Specialist, Customer Experience

New

HyprworkHealth and Wellness, E-commerce

Buenos Aires, Argentina. Colombia. Mexico. Brazil. Poland. RomaniaFull-TimeMiddle

Salary not disclosed

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Job Details

Real, hands-on experience with LLM-based applications: prompt engineering, knowledge base design, RAG architecture, or AI agent development.
Built something that works in production, not just experimented in a playground.
Comfortable working with Claude or equivalent LLMs via API.
Experience managing context windows, designing system prompts, and iterating based on evaluation results.
Familiarity with evaluation methodologies for LLM outputs: building test cases, measuring accuracy and consistency, designing rubrics.
Python or scripting proficiency sufficient for data extraction, analysis automation, and lightweight integration work.
Hands-on experience with customer support platforms (Richpanel, Zendesk, Intercom, Gorgias, or equivalent).
Hands-on experience with telephony systems (Aircall, Dialpad, Talkdesk, or equivalent).
Understanding of ticketing workflows, routing rules, escalation logic, and automation triggers at a configuration level.
Experience building or significantly improving automated support workflows: chatbots, IVR systems, AI-assisted responses, or self-service flows.
Understanding of CX metrics (CSAT, NPS, containment rate, first contact resolution, average handle time) and how they connect to system design decisions.
Ability to think in systems, not in tickets, to fix underlying causes of recurring complaints.
A builder who ships incrementally.
Ability to balance "human feel" and "scale" considerations in design.
Stays current with AI tooling and capabilities.

Write, test, and iterate on prompts for AI-driven customer support across email, chat, and voice channels.
Build and maintain knowledge base architecture for AI agents.
Design conversation flows for autonomous issue resolution and intelligent routing to human agents.
Tune AI responses for accuracy, tone, compliance, and resolution quality.
Build evaluation frameworks and test suites to measure AI agent performance.
Run structured evaluations to catch regressions, hallucinations, and edge cases.
Monitor CX metrics (containment rate, CSAT, AHT, sentiment) to identify AI improvement areas.
Manage and optimize Richpanel and Aircall configurations (workflows, routing rules, automation triggers).
Work with Claude (via API, Projects, or Claude Code) to build and maintain AI support infrastructure.
Partner with engineering on integrations connecting AI layer to CX platforms, internal tools, and data pipelines.
Script and automate data extraction, reporting, and analysis workflows using Python.
Analyze call transcripts, chat logs, and ticket data to identify recurring issues and automation opportunities.
Translate CX insights into actionable system improvements.
Document system architecture, prompt strategies, and operational playbooks.

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