AI Deployment Engineer

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Collaborate with clients to break down vague objectives into specific, actionable AI use cases, revealing hidden complexities and edge cases along the way.

• Assess the availability of the necessary data for a use case, identify the appropriate APIs or MCP sources, and obtain access.

• Utilize Gladly’s CLI to register APIs on the App Platform, ensuring customer data is accessible to both Gladly AI and agents.

• Develop app actions in JavaScript to streamline large API payloads to the essential fields required by the AI.

• Create workflows and guidelines that instruct Gladly’s AI on how to utilize that information and engage with customers effectively.

• Take ownership of use cases from start to finish post-launch: monitor their performance, optimize them, and create new use cases that enhance assist and resolution rates.

• Provide proactive status updates to clients and the internal team, collaborating with SAMs and Implementation Managers to ensure goals and timelines are synchronized.

• Engage in QBRs and EBRs to demonstrate progress and guarantee that customers receive measurable value.

• Work alongside Solutions Engineering for pre-sales demonstrations and involve Professional Services Engineering for the most intricate custom projects.

⛳️ Requirements

• 3-5 years of experience in a technical, customer-facing role such as technical account management, solutions or sales engineering, support engineering, professional services, or forward-deployed engineering, preferably in SaaS, AI, or CX technology.

• Practical technical skills: ability to read API payloads and write JavaScript to modify them, familiarity with REST APIs, JSON, and webhooks, and comfort in a CLI environment. You build solutions independently rather than assigning tasks to others.

• Strong business analysis capabilities: you transform ambiguous customer goals into clear requirements and viable solution designs.

• Outstanding English communication skills (C1-C2 / business fluent), with the ability to convey complex technical ideas to non-technical stakeholders.

• A genuine interest in AI and a knack for prompt engineering and workflow design.

• A sense of accountability and proactivity: you set commitments, fulfill them, communicate updates without prompting, and excel in uncertain situations.

• Located in Colombia, with the ability to work during core US business hours or with significant overlap.

• Experience in CX, contact centers, or CX SaaS is a significant advantage. Experience in forward-deployed or deployment engineering at an AI company is a bonus.

🏝️ Benefits

• Competitive salaries, stock options, and comprehensive benefits.

• Generous paid time off, parental leave, and home office stipends.

• A fully remote work environment with opportunities for in-person team gatherings.

• A strong commitment to professional development and an inclusive workplace that values diverse perspectives.

• A company where AI is more than just a buzzword. We actively build AI products and expect our team to utilize AI tools on a daily basis.