Uklon | AI and Self-Service Specialist Middle

Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders.
We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.
Let’s drive the industry together!

Join us as an AI and Self-Service Specialist Middle.

Hiring process

A meeting with a recruiter, an interview with the head of the department, a test assignment, and a final interview.
In case you have any questions, feel free to contact our recruiter directly or via email at au.moc.nolku%40kyduhk.ahlo - we’re here to help!

Drive with Us

What our offer includes specifically for this role

work in a company that is a part of the international VEON group represented in the fields of telecommunications, fintech, mobile, streaming, healthcare, etc.

an opportunity to be involved in internal transformations: influence changes in the team and participate in process improvement

an opportunity to create AI solutions that affect thousands of users every day, transform Customer Experience, and scale across multiple countries and products

an opportunity for professional and career growth within the company

work in a team of professionals: join a team that has received numerous awards in the Customer Experience market

strong support from the team from the first days of work – structured onboarding, mentoring and an involved team of professionals who will help you quickly adapt, understand the processes and confidently enter the role

interaction with colleagues from different departments motivated to achieve a common result

well-established processes in the company and constant sharing of expertise in teams

immersion in the culture of the company, which considers each employee to be significant and valuable

regular performance & salary review

How exactly you can influence the developmentof the Company:

Self-service & automation ownership (Contact Centre)● mastery of self-service contact centre scenarios (chatbot, IVR, in-app support flows)● designing scenarios for resolving typical requests without operator involvement● ensuring a seamless transition between automation and L1/L2 supportAI solutions for support implementation of AI tools for:● intent detection and routing● auto-resolution of simple cases● agent assist prompts● cooperation with Tech/Data teams to set up modelsPerformance automation● analysis of the effectiveness of automation scenarios (containment, deflection, fallback rate)● optimisation of self-service based on contact centre data● identifying scenarios where automation worsens CXClosed-loop optimisation● analysis of requests that “fall out” of self-service● Transferring insights to:● CX Architecture (for systemic changes)● CX Performance (for initiatives)● iterative improvement of support scenariosKnowledge & content automation● managing the knowledge base for bots and self-service● ensuring responses are relevant, clear and consistent● alignment of tone of voice and response standardsCross-functional collaboration● close interaction with Contact Centre Ops, QA, WFM● interaction with Product/Platform to eliminate the causes of calls ● support for the launch of new services in terms of support automation

Challenges for three months:

● analyse requests (reasons, volume, channels)● identify the top 3 cases for automation● develop rules for segmenting requests● describe the end-to-end automation process● create a list of required data and integrations● launch at least 2 automation scenarios● implement basic handoff logic

To achieve the results, you will need:

● practical experience with self-service or automation solutions in a contact centre (chatbots, IVR, help-centre)● understanding of L1/L2 support processes, types of requests, SLA, FCR, AHT● ability to design and maintain conversational scenarios (intents, flows, fallbacks)● experience with knowledge base: creating, updating and structuring content● basic understanding of AI/NLP principles (intent detection, confidence score, training)● ability to analyse the effectiveness of automation scenarios (containment, deflection, fallback rate)● skills in working with data and reports (Google Sheets / Excel, dashboards)● experience of cross-functional interaction with operational teams (agents, QA, Ops)

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation.

How will you level up your skills at Uklon?
● Internal knowledge sharing, mentorship programs, and training for soft & hard skills● Professional certifications for experts● Corporate library and subscriptions to information resources● Personal/team learning budget● Corporate discounts and сompensation for English lessons● Long-term training program for managers
Care and support
● Medical insurance in Ukraine● Paid therapy sessions with Pleso● Providing our soldiers in the Armed Forces with gear and medical supplies● Gamification, gifts, giveaways and partner discounts● Sports events and corporate team buildings● Wellness programs with emotional well-being workshops● Relaxing massage weeks in the office● Promo codes for Uklon rides
Regular Sport Activities:
● Uklon Football – weekly● Uklon Online & Offline Yoga – weekly● Corporate discounts and partial compensation for sports activities.
Corporate social responsibility
Uklon is a socially responsible business and ranks among the Top 10 largest donors supporting the Defense Forces and humanitarian initiatives among Ukrainian businesses in the IT and telecommunications sector.

The total amount of Uklon’s financial support and investments, including the company’s corporate contributions and charitable donations from its founders, in support of the Armed Forces of Ukraine, volunteer movements, CSR projects, and charitable initiatives, amounted to over 230 million UAH for the period from January 2022 to July 2025. The company is also among the most responsible taxpayers in the IT sector, having paid 680 million UAH in taxes based on its 2024 operating results.

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