Remote AI Support Architect - Customer Experience

Sinch; Philippines; Remote; PHP 60.000 - 90.000; Vollzeit

Zusammenfassung

Sinch is seeking an AI Operations Specialist for Customer Support to design and optimize AI-driven conversational journeys, ensuring consistent tone and accurate resolution across channels. You will shape self-service paths, personas, and boundary rules while grounding responses in Sinch documentation.

You will collaborate with product and support teams to connect AI agents with Zendesk, internal APIs, and knowledge bases.

Qualifikationen

• Experience designing multi-turn dialogue for enterprise/SaaS.
• Proficiency with prompt engineering and minimizing hallucinations.
• Ability to use data and metrics to iteratively improve AI performance.
• Understanding of support metrics like CSAT and FCR.

Aufgaben

• Map self-service conversation paths and resolution flows across channels.
• Define agent personas, tone, and brand-aligned dialogue.
• Architect logic for ambiguous intents and safe failure handling.
• Collaborate with Support Engineering to integrate AI agents with Zendesk and APIs.

Kenntnisse

Dialogue design

Prompt engineering

Data-driven optimization

CSAT metrics understanding

Business communication

Ausbildung

Bachelor's degree in CS/Engineering/Info Systems

Tools

Zendesk

Google Dialogflow

Cognigy

JSON data structures

Jobbeschreibung

Sinch is seeking an AI Operations Specialist for Customer Support to design and optimize AI-driven conversational journeys, ensuring consistent tone and accurate resolution across channels. You will shape self-service paths, personas, and boundary rules while grounding responses in Sinch documentation.

You will collaborate with product and support teams to connect AI agents with Zendesk, internal APIs, and knowledge bases.