Responsibilities
- Design and implement AI-driven tools by embedding applied artificial intelligence into operational workflows using current development frameworks
- Collaborate with business teams to demonstrate feasible AI use cases, assist in defining logic and prompt design, and manage the development and upkeep of agent-based workflows
- Develop an AI-powered quality assurance and training system using retrieval-augmented generation for onboarding new support staff
- Design and implement autonomous agent workflows tailored to the needs of the onboarding team
- Create an integration with FreshDesk that generates suggested responses for incoming support tickets
- Develop and maintain a centralized platform that allows Customer Operations staff to build custom agents without managing hosting, monitoring, or API connections
- Maintain standardized templates, approved architectural patterns, and deployment tooling for consistent implementation
- Enable non-engineers to create functional agents without writing deployment or infrastructure code
- Ensure self-service capabilities are practical, reliable, and widely adopted across teams
- Build durable internal software solutions, third-party integrations, and automated systems, including custom FreshDesk interface components
- Manage the complete lifecycle of internal applications, from development and deployment to monitoring, maintenance, and decommissioning
- Work with teams running successful pilot projects to scale them using engineering best practices, production-grade infrastructure, and operational support while preserving their creative input
- Collaborate with idea-driven individuals who lack technical implementation skills, helping them realize their concepts while building their capabilities
Team
- Structure: Customer Operations teams (Support, Success, Onboarding, Implementation)
- Reports to: Manager of Customer Operations Systems
