Automated Customer Support System Engineer

We are seeking an experienced Automation Engineer to design and build a comprehensive, AI-driven customer support system that delivers 360° assistance to customers, subsidiaries, distributors, and internal teams — achieving a maximum 2-hour response time and exceptional satisfaction across all support channels.

Objective

Develop an intelligent support structure that ensures every inquiry — clinical, technical, sales, IT, or general — is efficiently managed, tracked, and resolved through automated or semi-automated AI solutions , utilizing existing human resources to minimize additional hiring.

Current Challenges

• Clinical questions receive no timely or structured response (Clinical Hotline, Case Desk, FAQs, or case database).
• Lack of centralized technical, digital, and lab support covering case planning, design, and validation.
• Delayed or missing responses to general, sales, and subsidiary inquiries .
• Distributors and partners often remain unsupported.
• IT-related issues and patient inquiries (e.g., seeking doctors while abroad) remain unresolved efficiently.
• Absence of data analytics , trend tracking, or AI-driven insights to guide sales, service, and product improvement.
• Support data are not systematically stored or accessible through Odoo or a unified platform.

Project Goals

• Create a fully integrated customer care ecosystem combining automated, AI, and human-assisted support.
• Implement intelligent agents for self-learning FAQs, trend analysis, and monthly performance recommendations.
• Centralize all support data in Odoo , ensuring smooth coordination across departments and subsidiaries.
• Provide real-time support channels (messenger, email, phone, video consultation) and enable instant routing of issues to the right specialists.
• Include case planning assistance and prosthetic solution guidance for clinicians using the ROOTT Dental Implant System.

Candidate Responsibilities

• Design, implement, and maintain an AI-powered automated support framework that handles all categories of inquiries (Clinical, Technical, Sales, Product, Digital Workflow, and Patient Assistance).
• Build and manage a centralized knowledge base enriched with dynamic, self-learning FAQ modules.
• Analyze support trends to generate data-driven insights and corrective actions .
• Optimize existing workflows to deliver a 2-hour or less response rate and ensure 100% customer satisfaction .

This role is ideal for a system engineer passionate about AI automation, process optimization, and building user-centric support ecosystems that make clinicians support & happy — fast.