AI & Automation Specialist

HungerRush-posted 3 days ago

Full-time • Entry Level

Houston, TX

251-500 employees

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HungerRush is seeking an innovative AI & Automation Specialist to enhance our Customer Support organization through smart automation and AI-powered tools. This role will capitalize on our automation potential, implementing AI-powered solutions that enhance customer experience while driving operational efficiency. The ideal candidate will deploy cutting-edge automation technologies, optimize our existing platform capabilities, and establish HungerRush as a leader in AI-driven customer support.

Develop and execute comprehensive AI/automation roadmap aligned with business objectives
Identify and prioritize high-value automation opportunities across support workflows
Lead implementation of AI-powered solutions including chatbots, virtual assistants, and automated ticket routing
Configure and optimize AI tools for case deflection, sentiment analysis, and predictive support
Partner with vendors (i.e., Zendesk AI, Forethought, Ada) to maximize platform capabilities
Establish success metrics and ROI measurement framework for all automation initiatives
Automate routine support processes including refund processing, menu updates, and account modifications
Implement intelligent ticket routing based on complexity, urgency, and agent skills
Deploy automated quality scoring and sentiment analysis across all customer interactions
Create automated workflows for common customer requests and inquiries
Design self-healing systems that resolve issues without human intervention
Build automation for proactive customer outreach and issue prevention
Maximize utilization of Zendesk AI capabilities currently available but underutilized
Integrate AI tools with existing support stack (Zendesk, Salesforce, knowledge base)
Configure machine learning models for improved accuracy and relevance
Establish data pipelines for AI training and continuous improvement
Ensure seamless handoffs between automated and human-assisted support
Maintain API connections and webhook configurations for real-time automation
Monitor AI performance metrics including accuracy, containment rates, and customer satisfaction
Conduct A/B testing to optimize automation strategies and conversation flows
Analyze automation failures and implement corrective measures
Generate insights from AI interactions to improve products and processes
Create dashboards showing automation impact on efficiency and cost savings
Provide regular reporting on ROI and automation adoption metrics
Partner with Support Operations team to align automation with operational goals
Collaborate with Training Manager to ensure AI has access to accurate, current content
Work with Quality Assurance Manager to maintain service standards through automation
Train support agents on working alongside AI tools and handling escalations
Communicate automation benefits and address concerns across the organization
Serve as subject matter expert for AI/automation best practices

1-3 years of experience with automation, chatbots, or AI tools in customer service OR
3-5 years in customer support operations with demonstrated interest in automation technology
Experience with process improvement, workflow optimization, or technical implementations
Background in SaaS, technology, or high-volume support operations
Track record of learning and applying new technologies to solve business problems
Familiarity with customer support platforms (Zendesk, Salesforce, Intercom) and their automation features
Understanding of chatbot platforms or willingness to quickly learn (DialogFlow, Ada, Forethought)
Basic understanding of APIs, webhooks, and integration concepts
Analytical skills with ability to work with data and metrics
Comfort with learning new technologies and platforms quickly
Strong problem-solving skills with ability to identify automation opportunities
Analytical mindset to measure impact and iterate on solutions
Project management skills to coordinate implementation initiatives
Excellent communication skills to work with both technical and non-technical teams
Customer-focused approach to ensure automation improves experience
Curiosity and passion for emerging technologies and continuous learning

Bachelor's degree in Business, Information Systems, Computer Science, or related field (or equivalent experience)
Any experience with Natural Language Processing (NLP) or machine learning concepts
Exposure to conversation design or user experience principles
Basic programming or scripting knowledge (Python, JavaScript)
Experience in restaurant, retail, or multi-location business environments
Certifications in any automation or AI platforms

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