[Hiring] AI & Automation Specialist @Hyprwork

Role Description

This is a technical role whose domain is customer experience. It is not a support role with AI added on top.

Our CX operation serves a large DTC ecommerce customer base across email, chat, and phone. An AI agent platform, Yuma, already handles a share of customer conversations, and we know it can do far more than it does today. You will own it: how it is configured, what it resolves on its own, where it hands off to a person, and why. Where Yuma stops, you build, using LLMs through the API, Python, and integrations between our systems.

The goal is simple to state:

• More conversations resolved with no human
• Less repetitive work for the team
• CX performance visible in automated dashboards instead of reports built by hand

We want customer support automation to carry our growth, not headcount.

What You Will Own

• AI agents for customer support: Configure, optimise and extend the AI agents that resolve customer conversations autonomously.
• Own prompt engineering, knowledge base design, and conversation flows.
• Build the evaluation and guardrails that catch a wrong answer, an unauthorised refund, or a policy breach before a customer sees it.
• Internal process automation: Find the repetitive work across support, quality review, reporting, and escalations, and automate it.
• Every automation is measured in hours returned to the team.
• Dashboards and reporting: Build automated CX dashboards that pull from helpdesk, telephony, and order systems through APIs, so the numbers refresh on their own.
• Integrations: Connect Yuma, Richpanel, Aircall, Shopify, and Checkout Champ so information moves without copy and paste.
• Own monitoring and failure handling, not only the happy path.

Qualifications

• You have built and shipped an AI agent, LLM application, or automation that real customers or users depended on in production.
• You write Python (or equivalent) well enough that other people rely on your code, and you are fluent with REST APIs, webhooks, authentication, and structured data.
• You have hands-on LLM experience through the API, with Claude, GPT, or similar: system prompts, context design, tool calling, and some form of evals or automated testing of model output.
• You understand, or can quickly learn, how a support operation works: ticket queues, escalations, refunds, subscriptions.
• Experience with CX teams or helpdesk automation is a strong plus.
• Richpanel, Aircall, and Yuma are a plus, not a requirement.
• We would rather hire a builder who learns our platforms than someone who can configure them but cannot build.
• You bring decisions, not questions. When something breaks, you arrive with the cause, the options, and your recommendation.

Benefits

• A fully remote position under a direct international contractor agreement, with real ownership of the AI layer of a scaling CX operation and direct access to the Head of CX.
• Wellness stipend.
• Performance bonus structure.
• Paid time off.
• Sick leave.
• Parental leave.