AI Process Engineer (Professional Services, COGS, Support)

About the role

As an AI Enablement Engineer at CivicPlus, you will help turn AI into practical, secure, and scalable solutions that improve productivity, quality, and decision-making across the business. You’ll partner with Professional Services and Tech Support teams to identify high-value opportunities, build AI-powered tools and workflows, and support adoption in alignment with company standards, governance, and business goals. This role accelerates implementation and improves customer-facing efficiency across Professional Services and Tech Support.

Responsibilities

• Design, build, and maintain AI-enabled tools, workflows, and internal automations that improve team efficiency and business outcomes.
• Partner with cross-functional stakeholders to identify high-value AI enablement use cases across product development, operations, support, and internal business functions.
• Develop integrations between AI services, internal systems, and third-party platforms using APIs, scripting, and automation frameworks.
• Translate business problems into scalable technical solutions, including prompts, orchestration logic, data pipelines, and supporting applications.
• Establish and follow best practices for responsible AI usage, including security, privacy, data handling, testing, monitoring, and documentation.
• Evaluate emerging AI tools, models, and platforms and recommend practical solutions aligned with CivicPlus needs and architecture.
• Collaborate with engineering and data teams to ensure reliable access to the data, services, and infrastructure needed to support AI-enabled solutions.
• Create and maintain documentation, technical standards, and reusable patterns that support sustainable AI adoption across teams.
• Troubleshoot and optimize existing AI automations and integrations to improve reliability, performance, cost-effectiveness, and user experience.
• Provide technical guidance, training, and enablement support to internal teams adopting AI-powered tools and workflows.
• Participate as a collaborative member of an Agile team and contribute to continuous improvement of engineering practices and delivery standards.
• Build solutions that accelerate implementation projects (project setup, project assistant, knowledge surfacing).
• Improve support ticket triage and AI-assisted resolution — meaningful resolution time reduction is a primary outcome.
• Operate as a centralized resource serving Professional Services and Tech Support during transition; gradually move closer to COGS over time.
• Coordinate on overlap with WBD call review and customer-facing AI tooling.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in computer science, engineering, information systems, or a related field preferred; equivalent work experience may be considered.
• 5–8 years of experience in software engineering, automation engineering, data engineering, machine learning engineering, solutions engineering, or a similar technical role.
• Experience building or supporting AI-enabled workflows, automations, internal tools, or system integrations.
• Proficiency in at least one scripting or programming language such as Python or JavaScript.
• Experience working with APIs, integration patterns, and structured and unstructured data.
• Familiarity with modern AI/ML concepts, including large language models, prompt design, evaluation, and model or service integration.
• Experience with cloud platforms and developer tooling used to deploy, monitor, and maintain technical solutions.
• Strong problem-solving skills and the ability to balance speed, quality, security, and maintainability.
• Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.
• Experience documenting workflows, standards, and technical solutions for long-term maintainability.

Preferred Qualifications

• Experience with workflow automation platforms, data pipelines, governance controls, experimentation, or internal enablement and change management.
• Experience supporting responsible AI practices, model evaluation, or AI operations in a business environment.
• Experience automating implementation, services delivery, or technical support workflows.
• Familiarity with knowledge bases, ticketing systems (Zendesk, Salesforce Service Cloud, similar), and customer-facing operations.
• Prior services delivery, technical support, or implementation operations background.
• Experience with AI-assisted ticket triage, deflection, and resolution tooling.
• Comfort working across a cohort of technically inclined non-engineers and accelerating their work.

Why CivicPlus

• Build practical AI solutions that have visible impact across teams and business functions.
• Help shape how AI is adopted responsibly, securely, and sustainably across CivicPlus.
• Partner with cross-functional teams to solve meaningful problems and improve how work gets done.

Pay

Estimated Salary Grade Range: $119,100 - $181,100
Anticipated hiring range: $140,000 - $145,000
The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, and experience, and is based on a 40-hour work week.

Benefits

• Comprehensive health insurance
• Dental insurance
• Vision insurance
• Flexible Time Off
• 401(k) plan
• And more

CivicPlus is currently unable to provide visa sponsorship for this position now or in the future. Applicants must be authorized to work in the US.