MY - AI Specialist

This is a technical, hands-on role reporting to the AI Lead. You will be responsible for building, maintaining, and scaling the AI and automation infrastructure within the Client Experience Department. The role involves managing standard SaaS platforms, architecting custom LLM solutions (RAG pipelines), and ensuring all technical implementations are supported by data-driven performance metrics and empirical proof.

• →System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., new ticketing instances, telephony entities, or CRM environments). You will be responsible for the initial configuration, data mapping, and integration.
• →AI Development & RAG: Architect and deploy Retrieval-Augmented Generation (RAG) pipelines and custom LLM agents to enhance or replace standard SaaS AI features.
• →Workflow Automation: Develop and maintain production-grade Python scripts to automate data flows and operational tasks across the department.
• →Technical Stack Ownership: Act as the lead engineer for core CX tools (Ticketing, Telephony/VoIP, and CRM), ensuring seamless integration via APIs and webhooks.
• →Data Validation: Extract and analyze system logs to provide empirical proof of ROI, accuracy, and system reliability.
• →Technical Alignment: Coordinate with cross-functional teams to translate business requirements into technical logic, data schemas, and API documentation.
• →System Maintenance: Maintain, troubleshoot, and continuously improve the CRM and ticketing ecosystem, primarily within Zendesk. Responsible for system health monitoring, workflow optimization, configuration updates, automation enhancements, user access management, and ensuring platform stability, performance, and scalability to support operational efficiency.

• Python Mastery: Proficiency in Python for automation, data processing, and API development.
• AI Orchestration: Hands-on experience with LLM frameworks (LangChain, LlamaIndex) and vector databases.
• Infrastructure & System Setup: Proven experience in setting up enterprise-level SaaS environments from scratch, including user permissions, routing logic, and API authentication.
• Systems Integration: Knowledge of integrating SaaS platforms and communication tools (CPaaS/VoIP) via REST APIs.
• Analytical Rigor: Ability to use data to prove system performance (e.g., measuring hallucination rates, latency, or cost-savings).
• Prompt Engineering: Experience building and testing complex, logic-based prompt chains for production environments.
• Hands On Experience with Zendesk is preferred.