Sr. AI Engineer, CX

Role overview

This senior AI engineering role is embedded within customer and marketplace operations, where the focus is on turning manual, analytical, and operationally complex work into production AI workflows. The successful candidate will build agentic systems, enable non-technical operators, and establish repeatable ways to use AI across operational teams.

Responsibilities

- Identify high-impact workflow improvements by working directly with customer experience and marketplace operations specialists. - Build production agents for issue triage, response drafting, refunds and disputes, seller risk monitoring, cancellations, service-level monitoring, and related processes. - Connect internal and external data systems to deliver tools that operate reliably at operational scale. - Create accessible interfaces such as clean user experiences, messaging-based tools, scheduled agents, and knowledge-retrieval systems. - Own solutions from design and deployment through monitoring, iteration, and impact measurement. - Coach operators, evaluate emerging AI capabilities, and scale successful automations across teams.

Requirements

- At least four years of technical operations or software engineering experience, including one or more years building production LLM or agentic systems. - Experience deploying tools used by non-engineers in production. - Ability to translate operational needs into technical requirements and explain solutions in plain language. - Demonstrated success coaching or enabling others to change how they work. - Comfort working from ambiguous problems rather than fully defined specifications.

Nice to have

- Experience in customer operations, CX tooling, trust and safety, or marketplace operations. - Background in ticketing, e-commerce, or two-sided marketplaces. - Familiarity with support platforms, retrieval-augmented generation, vector databases, or AI evaluation frameworks. - Working knowledge of SQL, dbt, or Snowflake. - Experience in embedded engineering, solutions engineering, consulting, or other trust-building technical roles.

Benefits and work setup

- United States pay range of $150,000–$220,000 USD - Competitive equity package and flexible paid time off - Medical, dental, vision, life, and disability coverage - Family-forming support, retirement plan, health savings account, and annual event credits - Company off-sites, wellness programs, and tenure recognition