Role Description We are looking for an AI Integration Specialist 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. Qualifications - Fluency in English and Ukrainian, including legal drafting; - 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. Requirements - Basic technical understanding of integrations, APIs, and support system architecture. Benefits - 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, but also – 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. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.