Sr Customer Experience AI Engineer

About the Role

You'll design, build, deploy, and operationally manage AI systems and automations that make our customer experience more effective and scalable across the entire lifecycle, from onboarding through ongoing engagement and expansion. You report to the Chief Customer Officer and own end-to-end delivery of customer AI initiatives. Your work directly enables our core thesis: customers who adopt and use our product to its full potential thrive. You'll build the infrastructure that helps our teams serve them better.

What You'll Do

• Design and deploy AI systems that equip every Customer Experience team with real-time customer health data, predictive insights, intelligent prioritization, and other insights. A Value Realization Manager sees a customer whose transaction volume just dropped 15% year-over-year and gets immediate visibility into why and what to do about it. An Account Manager sees expansion opportunities ranked by likelihood and fit.
• Develop automations and digital touchpoints that handle repeatable work so our teams can focus on complexity and relationships. A customer gets guided through onboarding without manual handholding. A support agent sees integrated context from multiple sources and gets suggested next responses. You own how these experiences integrate with Salesforce, support systems, our data infrastructure, and other related systems.
• Work with stakeholders across the Customer Experience organization to understand their actual problems, then design solutions that genuinely solve them. Navigate your own technical decisions on architecture and collaborate closely with IT teams on broader tooling and data access decisions. Your stack will shift over the next 12 months, so flexibility and judgment matter more than depth in any single tool.
• Build, measure adoption and ROI, iterate based on user feedback, and maintain systems in production. Deploy, monitor, handle bug fixes, and optimize as business requirements change.

Requirements

• 3-5 years building customer-facing or operational AI/automation systems in the CX space. You've shipped products, supported real users, and maintained systems in production.
• Ability to work independently across data, APIs, and integration points.
• Track record of extracting ambiguous business requirements and translating them into clean technical solutions.
• Experience with automation workflows and integration platforms. You understand tradeoffs between build, buy, and integrate.
• Intellectual honesty. You'll flag when a business ask isn't technically feasible, when ROI doesn't justify the effort, or when a simpler solution exists.

Nice to Have

• Experience with customer success platforms or analytics tools.
• Familiarity with insurance, fintech, or payment processing (not required; you'll learn the domain).

Why This Role Matters

We're at an inflection point. You're not just building tools in isolation, you're building the data and automation layer that makes it possible for our team to serve customers at scale without sacrificing an exceptional customer experience. You'll have direct visibility with leadership, real ownership of what gets built and why, and measurable impact on customer outcomes and company strategy.

Benefits

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• Company-sponsored quarterly "ePayItForward" initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won't box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let's talk about it. We value everyone's ideas and opinions.)
• Huge opportunity for growth

Schedule

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.