About Unilog
Unilog is the only connected product content and eCommerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries. Our flagship
CX1 Platform
is at the center of some of the most successful digital transformations in North America.With more than 500 customers, Unilog is uniquely positioned as the leader in eCommerce and product content for Wholesale distribution, manufacturing, and specialty retail.
About The Role
We are seeking a skilled
AI CX Automation Engineer
to design, build, and optimize AI-driven workflows for customer support automation.This role will be responsible for enabling end-to-end L1 support automation using Freshworks AI (Freddy AI) and other conversational AI platforms. The ideal candidate will have strong technical expertise in conversational AI, workflow automation, and system integrations, working closely with Knowledge Managers and Customer Support teams to maximize case deflection and resolution efficiency.
Key Responsibilities
- AI Workflow Design: Build, configure, and optimize conversational AI workflows for L1 customer query handling.
- Automation Enablement: Implement automation using Freshworks AI (Freddy AI), chatbots, and orchestration tools to reduce manual support load.
- Integration: Connect AI agents with knowledge bases, CRM, and ticketing systems to enable contextual and seamless responses.
- Conversational Design: Craft natural, intuitive conversation flows for chatbots and virtual agents to improve customer experience.
- Performance Optimization: Monitor AI agent performance, resolution rates, and continuously fine-tune workflows.
- Cross-functional Collaboration: Partner with Knowledge Managers, Product Teams, and Support to ensure workflows align with up-to-date content and customer needs.
- Scalability Innovation: Explore emerging agentic AI capabilities and recommend enhancements to future-proof CX automation.
Required Qualifications
- 4–10 years of experience in conversational AI, automation engineering, or customer support technology.
- Hands-on expertise with Freshworks AI (Freddy AI) or similar AI-driven CX platforms (Zendesk AI, Salesforce Einstein, Dialogflow, Rasa, etc.).
- Strong experience in workflow automation, chatbot configuration, and system integrations (APIs, Webhooks, RPA).
- Familiarity with LLMs, intent recognition, and conversational AI frameworks.
- Strong analytical skills to evaluate and optimize AI agent performance.
- Excellent problem-solving, collaboration, and communication skills.
Preferred Qualifications
- Experience with agentic AI frameworks and multi-turn conversational flows.
- Knowledge of scripting or programming languages (Python, Node.js) for custom AI integrations.
- Familiarity with vector search, RAG (Retrieval-Augmented Generation), and AI search to improve context-driven answers.
- Exposure to SaaS, product-based companies, or enterprise-scale customer support operations.
Why Join Us?
- Be at the forefront of AI-driven customer support automation.
- Directly contribute to achieving up to 60% case resolution through AI workflows.
- Collaborate with Knowledge Managers and AI engineers to build next-gen CX solutions.
- Competitive compensation, benefits, and a culture of continuous learning.
Benefits
Unilog offers a competitive total rewards package including:
- Competitive salary
- Multiple medical, dental, and vision plans
- Career development and advancement opportunities
- Annual merit increases
- Generous time-off policy
- Flexible work environment
We are committed to fair hiring practices and advocate for diversity, equity, and inclusion.
Skills:- Artificial Intelligence (AI), AI Agents, Customer Support, Chatbot, Large Language Models (LLM), Retrieval Augmented Generation (RAG) and Python
