To own the soul of our chatbot experience and transform our automated support from a "barrier" into a premium "Resolution Engine."
Ensure that every interaction a customer has with our brand is intuitive, helpful, and trustworthy
Design the seamless transition from "Bot to Human"
Use A/B testing to refine bot responses
Implement "Validation Loops" so the bot confirms it understands the user before acting
Establish strict protocols and guardrails to ensure the LLM remains within brand voice
Identify which manual 1-on-1 human tasks can be safely automated
Work with Support, Product, and engineering to ensure the bot’s knowledge base is synced

Core Technical Competence: Prompt Engineering & LLM Orchestration
Strong understanding of LLM behavior, limitations, hallucination patterns
Conversation Design (CxD): Experience designing system prompts, guardrails, and response constraints
Confidence scoring and escalation logic design
Data Literacy: Ability to dive into chat logs and sentiment analysis to identify exactly where the "frustration" occurs (the friction points)
Technical Integration Knowledge: Experience integrating GenAI with support platforms (like Zendesk, Salesforce etc.) and APIs to ensure the bot can actually solve problems
Product Empathy: A "user-first" mindset obsessed with reducing the Customer Effort Score (CES)
CX & Operational Depth: Deep understanding of customer journey design
Analytical & Strategic Thinking: Ability to analyze containment, reopen rates, CSAT by entry channel
Comfort with running structured experiments and A/B testing.

Private health insurance
2 extra paid days off to focus on your mental or physical well-being
1 extra paid day off to celebrate a Birthday or any other celebration of your choice
Access to mentorship, internal meetups, and hackathons, both on-site and online
Free and healthy lunch if you work from the Rīga office
Design and order your own merch using our platforms with an employee discount
Exciting team-building events and parties you’ll never forget!

CX AI Architect

Key skills