AI & Automation Specialist

Who We Are

Hunger Rush is a leading provider of integrated restaurant technology solutions. Hunger Rush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all‑in‑one system integrates digital ordering (including AI‑powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business.

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Position Summary

Hunger Rush is seeking an innovative AI & Automation Specialist to enhance our Customer Support organization through smart automation and AI‑powered tools. This role will capitalize on our automation potential, implementing AI‑powered solutions that enhance customer experience while driving operational efficiency. The ideal candidate will deploy cutting‑edge automation technologies, optimize our existing platform capabilities, and establish Hunger Rush as a leader in AI‑driven customer support.

Essential

Responsibilities and Duties AI Strategy & Implementation (35%)

• Develop and execute comprehensive AI/automation roadmap aligned with business objectives
• Identify and prioritize high‑value automation opportunities across support workflows
• Lead implementation of AI‑powered solutions including chatbots, virtual assistants, and automated ticket routing
• Configure and optimize AI tools for case deflection, sentiment analysis, and predictive support
• Partner with vendors (i.e., Zendesk AI, Forethought, Ada) to maximize platform capabilities
• Establish success metrics and ROI measurement framework for all automation initiatives

Process Automation & Optimization (25%)

• Automate routine support processes including refund processing, menu updates, and account modifications
• Implement intelligent ticket routing based on complexity, urgency, and agent skills
• Deploy automated quality scoring and sentiment analysis across all customer interactions
• Create automated workflows for common customer requests and inquiries
• Design self‑healing systems that resolve issues without human intervention
• Build automation for proactive customer outreach and issue prevention

Platform Integration & Configuration (20%)

• Maximize utilization of Zendesk AI capabilities currently available but underutilized
• Integrate AI tools with existing support stack (Zendesk, Salesforce, knowledge base)
• Configure machine learning models for improved accuracy and relevance
• Establish data pipelines for AI training and continuous improvement
• Ensure seamless handoffs between automated and human‑assisted support
• Maintain API connections and webhook configurations for real‑time automation

Analytics & Continuous Improvement (10%)

• Monitor AI performance metrics including accuracy, containment rates, and customer satisfaction
• Conduct A/B testing to optimize automation strategies and conversation flows
• Analyze automation failures and implement corrective measures
• Generate insights from AI interactions to improve products and processes
• Create dashboards showing automation impact on efficiency and cost savings
• Provide regular reporting on ROI and automation adoption metrics

Stakeholder Collaboration & Change Management (10%)

• Partner with Support Operations team to align automation with operational goals
• Collaborate with Training Manager to ensure AI has access to accurate, current content
• Work with Quality Assurance Manager to maintain service standards through automation
• Train support agents on working alongside AI tools and handling escalations
• Communicate automation benefits and address concerns across the organization
• Serve as subject matter expert for AI/automation best practices

Qualifications Experience

• 1‑3 years of experience with automation, chatbots, or AI tools in customer service OR
• 3‑5 years in customer support operations with demonstrated interest in automation technology
• Experience with process improvement, workflow optimization, or technical implementations
• Background in SaaS, technology, or high‑volume support operations
• Track record of learning and applying new…