CX Automation & AI Lead
Tasks
- Architect and build automated CX deflection flows
- Audit AI logic and measure containment rate
- Build multi agent workflows with handovers
- Collaborate with IT data and PMO teams
- Design human in the loop approval workflows
- Develop AI agents for repetitive support tickets
- Implement omnichannel customer state continuity
- Improve customer journey friction at system level
- Integrate Shopify Odoo and Gorgias data flows
- Measure cost per contact and CSAT per flow
- Optimize knowledge base for AI responses
- Provide continuity cover for Head of Customer Service
Perks/Benefits
- After work events in Barcelona
- Exclusive product discounts
- Family life balance support
- Flexible working hours
- Growth and learning support
- Home office setup
- Hybrid work model
- Mental health support
- Summer hours
- Two paid disconnect days
Skills/Tech-stack
API Integration | Agent Orchestration | Gorgias | JavaScript | LLM | Make | Multichannel support | N8n | Odoo | Prompt engineering | Python | Retrieval-Augmented Generation | Shopify | Vector Databases
Education
N/A
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