Senior AI Operations Engineer, Customer Experience
Skills
About the Role
You will identify high-impact automation opportunities across customer workflows, design and build AI-enabled automations and internal tools, and ship durable production-ready workflows. You will work with stakeholders to pilot, measure, iterate, and roll out solutions, create documentation and runbooks, and design systems for reliability, scale, and safe adoption.
Requirements
- 5+ years of experience or equivalent track record of shipping production work
- Proven experience shipping automations in a live operating environment (support, operations, or customer success)
- Experience with AI automation tools
- Practical experience using LLMs in production workflows including prompting, structured outputs, evaluation, and guardrails
- Experience with evaluation and monitoring for AI workflows including quality checks and feedback loops
- Strong coding abilities in JavaScript, TypeScript, or Python and experience integrating APIs
- Systems thinking and process improvement mindset focused on reliability, scalability, and maintainability
- Ability to work through ambiguity, influence stakeholders, and drive adoption
- Clear communication skills to translate between frontline needs, leadership goals, and technical implementation
Responsibilities
- Partner with CX leaders and frontline teams to map workflows, pain points, and tribal knowledge and translate them into automation roadmaps
- Align with stakeholders across CX, Platform, and Engineering to unblock delivery and manage dependencies
- Build and deploy AI-enabled automations and internal tools that improve triage, routing, drafting, knowledge, QA, and reporting
- Advise on AI-ready foundations including data quality, taxonomy, and documentation readiness
- Design solutions for scale and complexity, accounting for edge cases and organisational change
- Own end-to-end delivery: prototype, pilot, measure impact, iterate, and roll out
- Create clear documentation, runbooks, and enablement materials to ensure maintainability and adoption