Business System Solution Designer – AI & Automation

Design, develop, and continuously improve AI and automation solutions that enhance customer experience and operational efficiency across digital and voice channels. The role bridges business stakeholders and technical teams by translating requirements into scalable solution designs using platforms such as Cognigy and Microsoft Copilot Studio, while ensuring integration with enterprise systems and customer service platforms.

• Design end-to-end conversational AI, agentic AI, and automation solutions based on business requirements;
• Translate business needs into solution designs, flows, user stories, and functional specifications for development teams;
• Create and maintain scalable chatbot, voicebot, and AI agent structures using approved enterprise platforms;
• Define integrations with enterprise systems, APIs, CRM, finance, accounting, payment, and data services in collaboration with technical teams;
• Ensure solutions align with enterprise architecture, security, compliance, AI governance, and data protection principles.
• Optimize AI experiences using analytics, testing, user feedback, and prompt engineering best practices;
• Support testing, validation, release, and continuous improvement of new AI and automation capabilities;
• Provide Level 2 support and problem solving for operational or development issues, involving Global Tech, platform SMEs, or vendors where needed;
• Design smooth handover, routing, and escalation scenarios between AI solutions and live support channels;
• Work with business stakeholders to identify use cases, gather requirements, communicate trade-offs, and align expectations.

• Understanding of chatbot/voicebot design, conversational flows, and agentic AI
• Experience translating business requirements into solution designs
• Basic scripting knowledge, such as JavaScript and/or Python
• Experience or exposure to LLMs and prompt engineering
• Experience working with or supporting customer service platforms, such as CCaaS, CRM, or similar
• Strong communication and stakeholder management skills
• Fluent English to communicate successfully with colleagues abroad

Nice to have

• Experience with Microsoft Copilot Studio, Cognigy, or other AI agent platforms
• Experience working in contact center or digital customer service environments
• Understanding of automation concepts and collaboration with workflow/RPA teams
• Understanding of APIs, integrations, and enterprise systems
• Knowledge of speech technologies, such as STT and TTS
• Experience working in Agile environments

• Covered tariff plan for your mobile phone
• Health insurance
• Employee discounts in our stores
• Global and fast-paced work environment
• Positive atmosphere and great colleagues around you
• Continuous personal and professional development driven by challenging goals