AI Solutions Engineer - AI Agents and Conversational AI (m/f/d)

Responsibilities

• Translating support issues into scalable solutions: Analyzing customer inquiries from chat, email, and in-product support; determining what should be automated and what should remain the responsibility of employees, including measurable success criteria
• Design and implementation of AI agents, including Agent Operating Procedures (AOPs), that resolve customer issues end-to-end via chat and email
• Setting up and managing API integrations between the AI platform and backend systems so that agents can read customer statuses and trigger actions (e.g., server, cloud, and account management)
• Design of intake, classification, and escalation logic for abuse reports with auditable, tiered measures, coordinated with Terms & Conditions and Legal while taking regulatory requirements into account (e.g., DSA)
• Staged and shadow mode validation, multi-turn and edge case testing prior to go-live
• Post-launch tuning based on real traffic data and quality reviews in collaboration with the AI Quality Manager
• Complete documentation in Confluence: decision logs, endpoint maps, escalation paths, and known limitations
• Knowledge transfer throughout the entire project lifecycle, so that the internal team can ultimately take over operations and further development independently

Requirements