Remote AI Solutions Architect - Customer Support Automation

About the role:

We are looking for an AI Solutions Architect to join our community — someone passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments.

What you will do:

• 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 reco...