Unilog - Automation Engineer - Artificial Intelligence

About Unilog :

Unilog is the only connected product content and eCommerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries. Our flagship CX1 Platform is at the center of some of the most successful digital transformations in North America. CX1 Platform's syndicated product content, integrated eCommerce storefront, and automated PIM tool simplify our customers' path to success in the digital marketplace.

With more than 500 customers, Unilog is uniquely positioned as the leader in eCommerce and product content for Wholesale distribution, manufacturing, and specialty retail.

Unilog' s Mission Statement :

At Unilog, our mission is to provide purpose-built connected product content and eCommerce solutions that empower our customers to succeed in the face of intense competition. By virtue of living our mission, we are able to transform the way Wholesale Distributors, Manufacturers, and Specialty Retailers go to market. We help our customers extend a digital version of their business and accelerate their growth.

Designation : AI CX Automation Engineer

Location : Bangalore/Mysore/Remote

Job Type : Full-time

Department : Solution Delivery

About the Role :

We are seeking a skilled AI CX Automation Engineer to design, build, and optimize AI-driven workflows for customer support automation. This role will be responsible for enabling end-to-end L1 support automation using Freshworks AI (Freddy AI) and other conversational AI platforms. The ideal candidate will have strong technical expertise in conversational AI, workflow automation, and system integrations, working closely with Knowledge Managers and Customer Support teams to maximize case deflection and resolution efficiency.

Key Responsibilities :

- AI Workflow Design : Build, configure, and optimize conversational AI workflows for L1 customer query handling.

- Automation Enablement : Implement automation using Freshworks AI (Freddy AI), chatbots, and orchestration tools to reduce manual support load.

- Integration : Connect AI agents with knowledge bases, CRM, and ticketing systems to enable contextual and seamless responses.

- Conversational Design : Craft natural, intuitive conversation flows for chatbots and virtual agents to improve customer experience.

- Performance Optimization : Monitor AI agent performance, resolution rates, and continuously fine-tune workflows.

- Cross-functional Collaboration : Partner with Knowledge Managers, Product Teams, and Support to ensure workflows align with up-to-date content and customer needs.

- Scalability & Innovation : Explore emerging agentic AI capabilities and recommend enhancements to future-proof CX automation.

Required Qualifications :

- 4-7 years of experience in conversational AI, automation engineering, or customer support technology.

- Hands-on expertise with Freshworks AI (Freddy AI) or similar AI-driven CX platforms (Zendesk AI, Salesforce Einstein, Dialogflow, Rasa, etc.).

- Strong experience in workflow automation, chatbot configuration, and system integrations (APIs, Webhooks, RPA).

- Familiarity with LLMs, intent recognition, and conversational AI frameworks.

- Strong analytical skills to evaluate and optimize AI agent performance.

- Excellent problem-solving, collaboration, and communication skills.

Preferred Qualifications

- Experience with agentic AI frameworks and multi-turn conversational flows.

- Knowledge of scripting or programming languages (Python, Node.js) for custom AI integrations.

- Familiarity with vector search, RAG (Retrieval-Augmented Generation), and AI search to improve context-driven answers.

- Exposure to SaaS, product-based companies, or enterprise-scale customer support operations.

Why Join Us?

- Be at the forefront of AI-driven customer support automation.

- Directly contribute to achieving up to 60% case resolution through AI workflows.

- Collaborate with Knowledge Managers and AI engineers to build next-gen CX solutions.

- Competitive compensation, benefits, and a culture of continuous learning.

About our Benefits :

Unilog offers a competitive total rewards package including competitive salary, multiple medical, dental, and vision plans to meet all our employees' needs, career development, advancement opportunities, annual merit, a generous time-off policy, and a flexible work environment.

Unilog is committed to building the best team and we are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your race, color, religion, creed, ancestry, sex, national origin, age, disability, familial status, marital status, military status, veteran status, sexual orientation, gender identity, or expression, or any other protected class.