AI Automation Specialist, Customer Experience

About the role

Hyprwork is building an AI‑first customer experience layer to make support faster, more accurate, and scalable. As an AI Automation Specialist you will create, ship, and continuously improve the AI‑driven systems that handle routine interactions across email, chat, and voice channels.

Key responsibilities

• Design and iterate prompts that power AI agents for customer support.
• Build and maintain the knowledge‑base architecture feeding product information, policies, and tone guidelines.
• Create conversation flows that resolve issues autonomously and route complex cases to human agents.
• Develop evaluation frameworks and test suites to detect hallucinations, regressions, and edge cases before they affect customers.
• Monitor CX metrics (containment rate, CSAT, AHT, sentiment) and translate insights into system improvements.
• Manage integrations between Claude, Richpanel, and Aircall.

Required profile

• Strong technical background in AI prompt engineering and automation.
• Experience building and maintaining AI‑driven workflows in a customer‑facing environment.
• Ability to work closely with AI Technical Managers and CX operations teams.
• Data‑driven mindset with a focus on quality, compliance, and performance metrics.

Required skills

• Prompt Engineering
• Claude (AI model) integration
• Richpanel
• Aircall