Business System Solution Designer – AI & Automation

About the role

Circle K Business Centre in Riga is seeking a Business System Solution Designer focused on AI and automation. The role designs, develops and continuously improves conversational AI, agentic AI and automation solutions that boost customer experience and operational efficiency across digital and voice channels.

Key responsibilities

• Design end‑to‑end conversational AI, agentic AI and automation solutions based on business requirements.
• Translate business needs into solution designs, flows, user stories and functional specifications for development teams.
• Create and maintain scalable chatbot, voicebot and AI agent structures using platforms such as Cognigy and Microsoft Copilot Studio.
• Define integrations with enterprise systems, APIs, CRM, finance, accounting, payment and data services.
• Ensure solutions comply with enterprise architecture, security, AI governance and data protection principles.
• Optimize AI experiences using analytics, testing, user feedback and prompt‑engineering best practices.
• Support testing, validation, release and continuous improvement of AI and automation capabilities.
• Provide Level 2 support and problem‑solving for operational or development issues, coordinating with Global Tech, platform SMEs or vendors.
• Design handover, routing and escalation scenarios between AI solutions and live support channels.
• Collaborate with business stakeholders to identify use cases, gather requirements and align expectations.

Required profile

• Understanding of chatbot and voicebot design, conversational flows and agentic AI.
• Experience translating business requirements into solution designs.
• Basic scripting knowledge (JavaScript and/or Python).
• Exposure to large language models (LLMs) and prompt engineering.
• Experience with customer service platforms such as CCaaS or CRM.
• Strong communication and stakeholder management skills.
• Fluent English.

Required skills

• JavaScript
• Python
• Microsoft Copilot Studio
• Cognigy
• APIs
• Speech‑to‑text (STT) technologies
• Text‑to‑speech (TTS) technologies