Artificial Intelligence Automation Specialist

About the role

Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. We support SMB, mid-market, and enterprise customers with a mix of internal and BPO teams across four countries. We're standing up a new team inside CXO focused on building agentic AI systems that automate manual work, catch things before they fall through cracks, and give leaders visibility into their operations.

Responsibilities

• Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, SOP-driven case workflows.
• Deploy standardized automations across Slack and Salesforce at scale.
• Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems.
• Review DevRev/Cresta transcripts to ensure bots are behaving as expected.
• Give leaders self-serve access to data and insights.
• Deliver automated weekly/monthly business intelligence on cadence (site health, volume, SLA, CES).
• Detect escalation patterns and repeat contacts that nobody is connecting the dots on.
• Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale.
• Measure operational reliability and system accuracy to ensure business metrics are being achieved: contacts deflected, cost avoided, hours saved.
• Design escalation patterns so the system knows when to surface to a human.
• Partner with the data team on structured data layers that keep AI outputs trustworthy.
• Productize what works so it scales across the org.

Requirements

We're looking for someone who can shape the architecture, workflows, and culture from the ground up. You'll work directly with CARE leaders, QA, Advocacy, and WFM to identify what to automate and validate that it's working.

Qualifications

• Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems).
• Data modeling or analytics background (dbt, Redshift, Trino).
• Experience building tools for non-technical end users.

Skills

Experience with AI and machine learning, particularly in the context of customer support and operations.

Benefits

Our benefits and perks include: 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP), HSA & FSA accounts, life insurance, long & short-term disability coverage, employee assistance program (EAP), 11+ observed holidays and wellness days and flexible time off, employee stock purchase program with employee discounts, wellness & fitness initiatives, employee recognition and referral programs, and much more.

Pay

The estimated salary ranges noted below roles in the specific geographic zones:

• Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County $117,400—$146,800 USD
• Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts $105,600—$132,000 USD
• Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania $99,800—$124,700 USD

Schedule

Flexible work schedule to accommodate the needs of the role and the team.