Remote AI Solutions Architect - Customer Support Automation …, Barcelona

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 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. What you need to succeed in this role:
- 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. Will be an advantage
- Basic technical understanding of integrations, APIs, and support system architecture. Benefits and 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, including 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. We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice. Internal job code: 2LT Postúlate en Kit Empleo: kitempleo.es/empleo/6u310x