CX AI Architect

About the role:

Your Mission will be: To own the soul of our chatbot experience and transform our automated support from a "barrier" into a premium "Resolution Engine." This is a hybrid role requiring a rare mix of technical AI mastery and deep customer empathy.

We are looking for a CX AI Architect to be the primary visionary for our Generative AI conversation journeys. You will ensure that every interaction a customer has with our brand, whether through an AI agent or a human, is intuitive, helpful, and, above all, trustworthy.

You aren’t just building chatbots; you are building a Resolution Engine. You will leverage your knowledge and experience in LLMs to move beyond rigid "press 1 for help" trees into fluid, natural conversations. Your success will be measured by the increase in automated resolution rates and, more importantly, the measurable shift in customer sentiment from "frustration" to "delight.”

You will bridge the gap between technical AI capabilities and the human need for empathy. You will ensure that our AI chatbots don't just answer, it anticipates, solves and supports.

Your daily tasks will include:

• Journey Mapping: Design the seamless transition from "Bot to Human." Ensure that when a bot hands off to a human, the agent has the full context so the customer never having to repeat themselves.
• Continuous Optimization: Use A/B testing to refine bot responses. If a specific automation has a high "drop-off" rate, you would diagnose and fix the dialogue logic.
• Trust Building: Implement "Validation Loops" where applicable, so the bot confirms it understands the user before acting, reducing the "dread" of being misunderstood.
• AI Governance & Guardrails: Establish strict protocols and guardrails to ensure the LLM remains within brand voice, adheres to data privacy standards, and provides ethically sound, hallucination-free responses.
• Automated Resolution Strategy: Identify which manual 1-on-1 human tasks can be safely and elegantly automated without losing the "human touch."
• Cross-Functional Leadership: Work with Support, Product and engineering to ensure the bot’s "knowledge base" is always synced with what the human agents are seeing and are required to do.
  
  

Your qualifications:

Core Technical Competence:

• Prompt Engineering & LLM Orchestration: Mastery of guiding models (GPT-4, Claude, Gemini etc.) Strong understanding of LLM behavior, limitations, hallucination patterns
• Conversation Design (CxD): Experience designing system prompts, guardrails, and response constraints. Deep understanding of flow mapping, intent recognition, and the "human" elements of dialogue (brevity, empathy, and pacing).
• 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, not just talk about them.
• Product Empathy: A "user-first" mindset. They should be obsessed with reducing the Customer Effort Score (CES) and improving bot Customer Satisfaction Scores (CSAT).
  
  

CX & Operational Depth:

• Deep understanding of customer journey design
• Experience in customer support taxonomy and intent mapping
• Ability to design AI-human orchestration models
• Strong grasp of containment vs intent success trade-offs
• Understanding of agent workflow impact and cognitive load
  
  

Analytical & Strategic Thinking:

• Ability to analyze containment, reopen rates, CSAT by entry channel
• Comfortable running structured experiments and A/B testing
• Strong problem-framing skills
• Can translate CX friction into architectural solutions
  
  

Soft Skills:

• Cross-functional stakeholder management experience
• Comfortable being challenged
• Strong communication skills for leadership reporting
  
  

What we offer:

• Monthly salary currency 2500-4000 gross, depending on work experience, education, and skills
• A global, inclusive team that’s as supportive as it is ambitious and serious about getting things done
• An opportunity to work remotely or in a modern and welcoming office in Riga
• Flexible working hours (start your day as late as 11 AM)
• 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!
  
  

FYUL is the engine that powers on-demand commerce at global scale.

Formed in 2024 through the merger of Printful, Printify, and Snow Commerce, we bring together tech, talent, and infrastructure to help people turn ideas into beautiful products.

From solo creators to entertainment giants, FYUL powers merch that connects with millions, backed by advanced tech, premium production, and global reach.

We're a fast-growing global company working toward powering great brands, great experiences, and great people.

We are an equal-opportunity workplace. We’re committed to diversity and inclusion and make hiring decisions based solely on qualifications, merit, and work experience.

If you think you’d excel in this role, send us your resume in English, showing us why you are the right person for the job.

Interested, but don’t think this is the right fit for you? Feel free to share it with friends and check out other open positions at our career site. We’re always looking for creative and driven minds to join our ever-growing team!

AS Printful Latvia (Reģ. Nr. 40203050078)