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.<...