Application Engineer

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

📋 Description

• Manage and configure the CRM platform, focusing on objects, properties, workflows, automation, permissions, data quality, and standard integrations.

• Execute CRM modifications requested by the business without requiring external development assistance.

• Oversee the contact center technology across voice, chat, email, and ticketing systems.

• Set up routing rules, escalation processes, SLA logic, queues, business hours, telephony, and messaging functionalities.

• Configure, optimize, and maintain AI-driven voice and chat agents.

• Manage prompts, knowledge bases, and associated actions.

• Analyze live AI interactions, identify areas of underperformance, and improve agent responses.

• Develop effective AI and agent-driven automations for data preparation, ticket triage, routine reporting, and content creation.

• Integrate Customer Operations platforms using APIs, native connectors, and integration tools.

• Monitor integrations and troubleshoot data-flow issues as needed.

• Document system configurations and connections thoroughly.

• Train team members and maintain comprehensive runbooks.

• Assess new tools and make recommendations to the Director of Customer Experience and Revenue Operations Manager.

• Assist in testing platform features and new releases.

• Engage in conversations with customers and agents to guide configuration priorities.

• Commit to continuous self-education on CRM, contact center, and AI agent technologies.

⛳️ Requirements

• Proven experience administering a CRM platform; HubSpot is preferred, but Salesforce, Dynamics, or similar systems are also acceptable.

• Familiarity with CRM objects and properties, workflow automation, permissions, and maintaining data quality.

• Demonstrated experience managing a contact center or helpdesk platform across voice, chat, and ticketing services.

• Knowledge of routing and escalation configurations.

• Understanding of APIs and system integrations.

• Proficient in reading API documentation, configuring and testing integrations, and resolving data-flow issues.

• Working knowledge of AI agents and large language model platforms.

• Experience in configuring agents, crafting and refining prompts, linking agents to knowledge bases and actions, and evaluating output quality.

• Basic automation skills using current AI tools and low-code or light scripting methods.

• Comfortable handling non-deterministic AI outputs and assessing reliability.

• Capability to convert business requirements into effective system configurations.

• Strong troubleshooting abilities across interconnected systems.

• Ability to communicate clearly with non-technical stakeholders.

• Well-organized and capable of managing and prioritizing a queue of requests independently.

• Must respond to four brief questions regarding hands-on experience as part of the application process.

🏝️ Benefits

• Comprehensive medical, vision, and dental coverage provided at no cost for employees and their families.

• Option to purchase upgraded coverage at a minimal cost to the employee.

• Flexible spending accounts (FSA), health savings accounts (HSA), and dependent care accounts available.

• Life insurance coverage included.

• Employer-paid cell phone service provided.

• 401(k) plan with employer matching contributions up to 4%.

• Stock options available.

• 15 vacation days allocated during the calendar year, in addition to holidays.

• A week off between Christmas and New Year's Day recognized as holidays.

• Floating holiday available for your birthday.

• Sick leave policy in place.

• Paid parental leave offered.

• Fully remote work environment.

• Flexible working conditions supported.

• Mission-driven, collaborative, and supportive workplace culture.

• Broad responsibilities coupled with significant autonomy.

• Commitment to diversity and inclusion.