AI Solutions Engineer
About the role
The AI Solutions Engineer is the builder responsible for transforming how Customer Experience operates through AI. This is not a consulting or advisory role. You will identify opportunities, design solutions, build workflows, deploy them into production, measure their impact, and continuously improve them. Serving Professional Services, Support, and Education, you will partner with operational leaders to redesign work rather than simply automate existing tasks. You will think in systems, experiment rapidly, and build scalable AI capabilities that improve both customer outcomes and employee experience.
Responsibilities
- Deliver production AI solutions across Support, Professional Services, and Education.
- Ship LLM-powered workflows built directly against Claude, OpenAI, or equivalent APIs, with eval frameworks in place to measure quality.
- Reduce manual effort through thoughtfully designed AI-enabled workflows.
- Improve customer experience through faster, more consistent service.
- Establish scalable standards for prompt engineering, knowledge architecture, and AI governance.
- Create repeatable frameworks that enable future AI expansion across Customer Experience.
- Partner with IT, Systems, Data, Security, and operational leaders to integrate AI into the CX technology stack.
- Represent CX in the company-wide AI Guild, contributing CX patterns, learnings, and reusable components back to the enterprise, and adopting shared standards and tooling as they evolve.
- Build enablement that helps teams adopt AI confidently, and serve as the CX authority on responsible, scalable, and sustainable AI use, operating within company AI standards and governance.
- Partner with CX leadership on role redesign, career paths, and workforce planning as AI shifts the mix of work, so teams grow with the change rather than getting caught by it.
Requirements
Experience ships working code, not just configuration. Comfortable writing Python or equivalent, using Git for version control, and deploying small services to production. Direct experience building applications against LLM APIs such as Claude or OpenAI, including prompt design, iteration, and eval frameworks. Hands-on experience with customer operations platforms such as Zendesk, Salesforce, ServiceNow, or similar ecosystems. Track record of delivering AI-enabled operational improvements that shipped and got used, not just designed.
Qualifications
- Technical fluency across the CX and AI builder's toolkit: APIs and integrations (REST, webhooks, system-to-system), automation platforms (Zapier, Make, n8n, or similar), and data work (SQL, JSON, transformations, structuring data to measure impact).
- Prompt engineering as a discipline. Version prompts, iterate systematically, and can walk us through the reasoning from v1 to v4.
- Hands-on experience with customer operations platforms such as Zendesk, Salesforce, ServiceNow, or similar ecosystems.
Skills
- Python or equivalent programming skills.
- Experience with Git for version control.
- Experience deploying small services to production.
- Experience building applications against LLM APIs such as Claude or OpenAI.
- Experience with APIs and integrations (REST, webhooks, system-to-system).
- Experience with automation platforms (Zapier, Make, n8n, or similar).
- Experience with data work (SQL, JSON, transformations, structuring data to measure impact).
- Experience with customer operations platforms such as Zendesk, Salesforce, ServiceNow, or similar ecosystems.
- Experience with prompt engineering and iterative design.
Benefits
- Medical, dental, and vision insurance options.
- 100% Employer paid short/long term disability.
- 100% employer-paid Basic Life and AD&D insurance.
- 401(k) retirement plan with a 100% company match up to 4%.
- Flexible paid personal/vacation time built on mutual trust and accountability.
- 10 sick days annually.
- 10 company paid holidays.
- 12 weeks paid parental leave.
Pay
$185,000/year
Schedule
Full-Time