Cx Ai Architect

TL;DR

Cx Ai Architect: Owning the soul of the chatbot experience and transforming automated support into a premium Resolution Engine with an accent on technical AI mastery and deep customer empathy. Focus on leveraging LLMs to create fluid, natural conversations and increase automated resolution rates while improving customer sentiment.

Location: Hybrid role in Riga or Tallinn, with the option to work remotely.

Salary: 2500-3000 EUR gross monthly, depending on experience.

Company

FYUL powers on-demand commerce at global scale, merging hirify.global, Printify, and Snow Commerce to help people turn ideas into beautiful products.

What you will do

• Design seamless transitions from bot to human, ensuring agents have full context.
• Continuously optimize bot responses using A/B testing to refine dialogue logic and reduce drop-off rates.
• Implement validation loops to confirm user understanding before acting.
• Establish strict protocols and guardrails to ensure the LLM remains within brand voice and adheres to data privacy standards.
• Identify manual tasks suitable for automation without losing the human touch.
• Work with support, product, and engineering to ensure the bot’s knowledge base is synced with human agents.

Requirements

• Mastery of guiding models (GPT-4, Claude, Gemini etc.) and understanding LLM behavior, limitations, and hallucination patterns.
• Experience designing system prompts, guardrails, and response constraints with a deep understanding of flow mapping and intent recognition.
• Ability to analyze chat logs and sentiment to identify friction points.
• Experience integrating GenAI with support platforms (like Zendesk, Salesforce etc.) and APIs to solve problems.
• Deep understanding of customer journey design and customer support taxonomy.
• Analytical and strategic thinking with strong problem-framing skills.

Culture & Benefits

• A global, inclusive team that’s as supportive as it is ambitious.
• Flexible working hours, starting as late as 11 AM.
• Private health insurance.
• 2 extra paid days off to focus on mental or physical well-being, and 1 extra paid day off for a birthday or celebration.
• Free and healthy lunch if you work from the Rīga office.
• Team-building events and parties.