This is a remote position.Beware of fake job offers impersonating Profitroom! Read more here: https://www.profitroom.com/fraud-alertWe are looking for an AI Engineer to join our Customer Support Team. In this role, you'll design, develop, and deploy AI-powered solutions that enhance self-service for customers, accelerate ticket resolution, and automate internal support processes. If you enjoy combining R&D with real-world implementation in a dynamic, commercial environment—this could be the perfect fit for you! You’ll collaborate closely with our Support team, Product Owners, and Engineering teams to deliver tools that redefine customer experience and efficiency.Daily activities Designing and developing AI solutions for customer support, including chatbots, copilots, and intelligent search tools. Creating NLP models for ticket classification, sentiment analysis, and key information extraction. Building and training generative models for response automation and actionable recommendations. Automating support processes (front-office and back-office) through ML, NLP, and RPA tools. Integrating AI solutions with CRM, ticketing systems, and knowledge bases. Researching and prototyping new AI technologies with potential applications in customer support. Monitoring effectiveness of deployed solutions (KPIs: FCR, response time, CSAT) and iteratively optimizing them. Generating dynamic, personalized educational content for customers (tutorials, guides, FAQs). Actively participating in agile routines with Support, Product, and Dev teams. Requirements Strong experience with NLP, LLMs, and ML (Python, TensorFlow/PyTorch, OpenAI API, etc.). Practical knowledge of building and deploying chatbots and virtual assistants. Familiarity with process automation tools (RPA, Zapier, Make, UiPath). Understanding of customer support processes and ticketing systems. Hands-on experience with integrating AI tools into enterprise systems (CRM, helpdesk). Ability to bridge the gap between business needs and technical implementation. Proactivity, creativity, and problem-solving mindset—comfortable with fast prototyping and iterative testing. Strong collaboration and communication skills. Nice to have Experience with personalization and recommendation engines. Familiarity with monitoring and analytics tools. Knowledge of microservices and cloud environments. Benefits Take Time Off: 24 paid days off annually for B2B contracts + local public holidays. Enjoy Work-Life Balance: Fully remote role with flexible working hours. Explore the World: Annual “Work with Us, Travel with Us” hotel vouchers. Grow Your Skills: English language classes along with a dedicated team development fund. Stay Healthy: Co-financed life and medical insurance, sports facility access, and mental health support. Share hospitality: extra paid CSR/volunteering days each year. Join Celebrations: Company retreats, events, wedding & baby packs, and referral program. Transparent Culture: Flat hierarchy and open communication channels. About usWe're a global leader in hospitality software, founded in Poznań, Poland in 2008. We’ve grown to serve over 3,500 customers across five continents, helping hotels and resorts maximize their revenue and guest satisfaction.We’re passionate about innovation and harnessing the latest technology - including AI-driven solutions - to empower hoteliers. Our award-winning SaaS platform and marketing services are designed to boost bookings, streamline operations, and deliver exceptional guest experiences. At Profitroom, we believe in pushing boundaries, embracing change, and shaping the future of hospitality through technology.