Automation Specialist
New
UK, Flexible working arrangements aligned with business hoursContractMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1+ year
- Required Skills
- Artificial IntelligenceRESTful APIsZendeskNLP
Requirements
- Fluent English communication skills, both written and spoken.
- 1+ year of experience in AI-driven automation, workflow optimization, or customer support transformation roles.
- Strong understanding of customer support operations, including KPIs such as CSAT, FCR, AHT, SLAs, and ticketing workflows.
- Hands-on experience with support platforms such as Zendesk, Freshdesk, or Intercom and their automation features.
- Knowledge of AI applications in customer support, including chatbots, NLP systems, and agent assist tools.
- Ability to conduct structured discovery sessions and analyze operational workflows and data patterns.
- Strong analytical mindset with the ability to identify inefficiencies and prioritize high-impact improvements.
- Experience designing scalable workflows and automation strategies aligned with business objectives.
- Excellent communication skills with the ability to simplify complex technical findings for non-technical stakeholders.
- Basic understanding of APIs, integrations, and support system architecture (preferred).
Responsibilities
- Conduct structured discovery and audit sessions to analyze client support operations, including workflows, SLAs, and performance metrics.
- Assess ticketing systems and customer support platforms such as Zendesk, Freshdesk, and Intercom for automation and AI maturity.
- Identify inefficiencies, bottlenecks, and optimization opportunities across support workflows and escalation paths.
- Design scalable automation strategies tailored to client business needs, systems, and operational goals.
- Recommend and map AI-driven solutions such as chatbots, NLP-based classification, auto-triage, and agent assist tools.
- Develop AI readiness assessments and implementation roadmaps outlining current gaps and future-state solutions.
- Translate technical insights into clear, structured, executive-ready recommendations for diverse stakeholders.
- Stay up to date with emerging AI technologies and best practices in customer support automation.
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