CXO Senior AI Automation Specialist

Role overview

A senior AI automation specialist is needed to join a founding team inside customer experience operations that handles tens of thousands of monthly contacts across chat, phone, and email. The mandate is to build agentic AI systems that automate manual work, surface risks before they escalate, and give leaders visibility into operations. The work involves defining architecture, workflows, and culture rather than following an inherited playbook, partnering closely with CARE leaders, QA, advocacy, and WFM.

Responsibilities

- Automate repetitive operational workflows such as CES reporting, QA transcript analysis, knowledge article maintenance, and SOP-driven case workflows, deploying standardized automations across Slack and Salesforce at scale. - Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases, and review transcripts to verify bots behave as expected. - Deliver automated weekly and monthly business intelligence covering site health, volume, SLA performance, and CES, and detect escalation patterns and repeat contacts. - Build memory architecture that combines staffing, feedback, transcripts, and agent activity to surface what happened and what is coming next. - Connect and deploy orchestration layers, including MCP and custom connectors, to automate CX workflows and productize internal tools. - Measure operational reliability and system accuracy against business outcomes like contacts deflected, cost avoided, and hours saved, and design escalation patterns for human hand-off. - Partner with the data team on structured data layers that keep AI outputs trustworthy.

Requirements

- 5+ years building and deploying production systems, with Python required and SQL strongly preferred. - 2+ years working with LLMs in production, including prompt configuration, tool use, function calling, RAG pipelines, and agentic frameworks such as MCP or custom orchestration. - Experience building LLM orchestration and integration layers that connect agents to business systems, including multi-step workflows, tool coordination, memory management, and error recovery. - Strong understanding of context engineering, including structuring context, routing logic, and retrieval pipelines at scale. - Ability to measure operational reliability of AI systems against business outcomes. - Comfort with ambiguity and defining the approach rather than only implementing specifications.

Benefits and work setup

Remote-first culture with office hubs available in San Jose, CA and Draper, UT. Benefits include 100% paid employee health, dental, and vision plans, HSA and FSA accounts, life and disability coverage, an employee assistance program, 11+ observed holidays plus wellness and flexible time off, an employee stock purchase program, wellness and fitness initiatives, and recognition and referral programs. Salary varies by zone, with posted ranges from roughly $99,800 to $146,800 USD depending on location.