Overview
Build and operate AI-enabled automation, knowledge, observability, and decision systems for Global Customer Services. The role combines hands-on software development with technical program management and business-outcome measurement.
What you'll do
- Architect systems for account health observability, intelligent routing, knowledge retrieval, workflow automation, and cost optimization.
- Build AI workflows with Claude APIs, agent tools, Claude Code, and MCP servers.
- Design human-in-the-loop decision frameworks, guardrails, and failure-prevention controls.
- Develop dashboards and integrations across Grafana, Salesforce, Tableau, Looker, Airtable, and internal systems.
- Define versioning, evaluation, A/B testing, and performance-measurement processes.
- Instrument systems and connect technical metrics to resolution, cost, adoption, and time-to-value outcomes.
- Explain system behavior to executives and produce technical documentation.
What you'll need
- 7+ years building production software or technical systems.
- Production-quality Python and/or TypeScript proficiency.
- Experience with REST integrations, authentication, webhooks, pagination, rate limiting, retries, and JSON transformation.
- Hands-on LLM, RAG, prompt engineering, agent framework, and MCP server experience.
- Advanced SQL, including analytical queries against ClickHouse or similar columnar stores.
- Dashboard and application development across Grafana, Salesforce, Tableau, Looker, and Airtable.
- Experience translating business requirements into system specifications and explaining technical concepts to non-technical stakeholders.
Nice to have
- Experience supporting professional services or support organizations.
- Zendesk or similar service-platform experience.
- Experience measuring and evaluating production AI systems.
- Familiarity with Twilio products or the CPaaS/SaaS domain.
Details
- Remote within the United States, excluding specified California areas.
- Occasional travel may be required for project or team meetings.
- Listed annual pay ranges vary by eligible location from $188,240 to $276,700.
Read the full description and apply on the company’s own careers page.
NewPosted today
