Software Engineer

Job Responsibilities:

• Configure and maintain sandbox environments (Zendesk / Intercom / Gorgias, etc.);
• Test AI solutions (chatbots, translation tools, CRM/helpdesk AI features);
• Run real customer support scenarios and evaluate system performance and quality;
• Configure chatbots and conversational flows within AI platforms;
• Compare and test AI vendors, prepare practical recommendations;
• Provide troubleshooting in test and client environments;
• Support Digital Transformation initiatives and tasks assigned by the team lead;

Candidate Requirements:

• Experience in customer support / BPO (Team Lead, Quality Control, or Senior Agent);
• Strong understanding of support operations (SLA, tickets, communication channels);
• Hands-on experience with CRM / helpdesk systems (Zendesk / Intercom or similar);
• Ability to quickly learn and navigate new systems independently;
• Strong analytical thinking and autonomy;
• English level B2+;

Nice-to-have:

• Basic understanding of APIs / integrations;
• Experience with no-code automation tools (Zapier, Make, etc.);
• Experience with AI tools, chatbots, or LLM-based solutions.