AI Enablement Engineer – Professional Services, COGS, Support

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

📋 Description

• Design, develop, and sustain AI-driven tools, workflows, and internal automations that enhance team productivity and business results.

• Collaborate with cross-functional stakeholders to pinpoint high-impact AI enablement use cases across product development, operations, support, and internal business functions.

• Create integrations between AI services, internal systems, and third-party platforms utilizing APIs, scripting, and automation frameworks.

• Convert business challenges into scalable technical solutions, which include prompts, orchestration logic, data pipelines, and supporting applications.

• Set and adhere to best practices for responsible AI usage, encompassing security, privacy, data handling, testing, monitoring, and documentation.

• Assess emerging AI tools, models, and platforms and propose practical solutions that align with CivicPlus requirements and architecture.

• Work in partnership with engineering and data teams to guarantee dependable access to the data, services, and infrastructure necessary for supporting AI-enabled solutions.

• Generate and maintain documentation, technical standards, and reusable patterns that facilitate sustainable AI adoption across various teams.

• Diagnose and optimize existing AI automations and integrations to enhance reliability, performance, cost-effectiveness, and user experience.

• Offer technical guidance, training, and enablement support to internal teams integrating AI-powered tools and workflows.

• Engage as a collaborative team member within an Agile framework, contributing to the continuous enhancement of engineering practices and delivery standards.

• Perform additional duties as assigned.

• Create solutions that expedite implementation projects (including project setup, project assistance, and knowledge surfacing).

• Enhance support ticket triage and AI-assisted resolutions, aiming for a significant reduction in resolution time as a primary outcome.

• Collaborate with technically adept existing team members to broaden their capabilities.

• Function as a centralized resource for Prof Services and Tech Support during transitions, gradually shifting closer to COGS over time.

• Coordinate on overlaps with WBD call reviews and customer-facing AI tooling.

⛳️ Requirements

• Bachelor’s degree in computer science, engineering, information systems, or a related field preferred; equivalent work experience may be accepted.

• 5–8 years of experience in software engineering, automation engineering, data engineering, machine learning engineering, solutions engineering, or a comparable technical role.

• Experience in building or supporting AI-enabled workflows, automations, internal tools, or system integrations.

• Proficient in at least one scripting or programming language such as Python or JavaScript.

• Experience with APIs, integration patterns, and both structured and unstructured data.

• Familiarity with contemporary AI/ML concepts, including large language models, prompt design, evaluation, and model or service integration.

• Experience with cloud platforms and developer tools used for deploying, monitoring, and maintaining technical solutions.

• Strong problem-solving abilities with the capacity to balance speed, quality, security, and maintainability.

• Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical stakeholders.

• Experience in documenting workflows, standards, and technical solutions for long-term maintainability.

• Preferred experience with workflow automation platforms, data pipelines, governance controls, experimentation, or internal enablement and change management.

• Preferred experience in supporting responsible AI practices, model evaluation, or AI operations within a business context.

• Experience in automating implementation, service delivery, or technical support workflows.

• Familiarity with knowledge bases, ticketing systems (such as Zendesk, Salesforce Service Cloud, or similar), and customer-facing operations.

🏝️ Benefits

• Comprehensive health insurance

• Dental insurance

• Vision insurance

• Flexible Time Off

• 401(k) plan

• and more.