客户支持与体验架构师
Customer Support & Experience Architect
职位名称：客户支持与体验架构师
地点：阿联酋迪拜
职位简介
设计和实施人工智能驱动的客户体验解决方案。开发多渠道支持系统，集成CRM和自动化工具，并创建无缝的人工智能到人工转接流程。
主要职责
- 架构AI工作流：使用GPT-4o、LangChain和自定义流程设计和部署代理型AI工作流
- 多渠道支持：开发包括WhatsApp、应用内聊天、网页、语音应答系统等的多渠道支持架构
- CRM集成：领导CRM和自动化工具的集成，实现统一的客户视图
- AI到人工转接：创建从AI到人工支持的无缝转接流程
- KPI设置：建立KPI、路由逻辑和操作手册，以实现可扩展的租户和房东支持
要求
- 经验：4年以上客户体验、支持运营或解决方案设计相关经验
- AI专长：有构建或领导AI辅助支持系统的实际经验
- 技术技能：熟悉Freshdesk、HubSpot、Twilio、WATI、SleekFlow、Gupshup、Make和Zapier等工具
- 创业环境：能够在高增长创业环境中茁壮成长
- 阿联酋市场知识：熟悉阿联酋市场及阿拉伯语-英语支持设计
- 金融科技/房地产科技/SaaS经验：在金融科技、房地产科技或SaaS行业有客户体验设计经验
远程办公：这是一个全职远程岗位，但优先考虑位于或靠近阿联酋时区的候选人
最初发布于Himalayas
查看英文原文
Job Title:Customer Support & Experience Architect
Location: Dubai, UAE
Job Summary
Design and implement AI-driven customer experience solutions Develop multichannel support systems, integrate CRM and automation tools, and create seamless AI-to-human escalation flows.
Key Responsibilities
- Architecting AI Workflows: Design and deploy Agentic AI workflows using GPT-4o, LangChain, and custom flows
- Multichannel Support: Develop a multichannel support stack including WhatsApp, in-app chat, web, IVR, and more
- CRM Integration: Lead the integration of CRM and automation tools for a unified customer view
- AI to Human Escalation: Create seamless escalation flows from AI to human support
- KPI Setup: Establish KPIs, routing logic, and playbooks for scalable tenant and landlord support
Requirements
- Experience: 4+ years in CX, Support Ops, or Solution Design
- AI Expertise: Proven experience building or leading AI-assisted support systems
- Technical Skills: Familiarity with tools like Freshdesk, HubSpot, Twilio, WATI, SleekFlow, Gupshup, Make, and Zapier
- Startup Environment: Ability to thrive in high-growth startup environments
- UAE Market Knowledge: Familiarity with the UAE market and Arabic-English support design
- Fintech/Proptech/SaaS Experience: Experience in customer experience design for fintech, proptech, or SaaS industries
Remote Work: This is a fully remote role, but candidates in or near the UAE time zone are preferred
Originally posted on Himalayas