AI CX Automation Engineer

Location -

Department:

About the Role

AI CX Automation Engineer

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

• 4-7 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.

About our Benefits:

Unilog offers a competitive total rewards package including competitive salary, multiple medical, dental, and vision plans to meet all our employees needs, career development, advancement opportunities, annual merit, a generous time-off policy, and a flexible work environment.