Automation Engineer 1 – Technical Support

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

📋 Description

• Design AI agents and workflows for intake, triage, routing, case qualification, resolution, escalation, and customer updates.

• Build, test, and continuously enhance Forethought Autoflows, intents, fallback logic, Solve, Triage, Assist, Discover, and Agent QA use cases.

• Connect AI outputs to Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting.

• Create and configure API-driven workflows, webhooks, Salesforce Flows, low-code automations, and system integrations.

• Develop test sets and UAT plans focused on AI responses, routing accuracy, grounding, customer experience, and safe handoff behavior.

• Analyze case data, customer sentiment, fallback patterns, and AI failures to pinpoint knowledge gaps and automation prospects.

• Monitor AI performance and provide reports on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact.

• Implement governance controls for privacy, sensitive data, CJI/CJIS risk signals, auditability, human handoff, and rollback readiness.

• Collaborate with Support, Support Operations, Product, Engineering, Customer Success, Business Systems, Knowledge, and vendors to deploy AI initiatives in production.

• Safeguard the confidentiality, integrity, and availability of company information assets while ensuring employee and customer data privacy.

⛳️ Requirements

• Proficient understanding of Salesforce Service Cloud, including cases, queues, fields, flows, statuses, reports, and user permissions.

• Familiarity with AI agents, LLM workflows, prompt behavior, grounding, fallback logic, testing, and production monitoring.

• Practical experience with APIs, webhooks, workflow automation, and low-code or pro-code integration approaches.

• Strong analytical capabilities concerning case data, customer sentiment, support volume, and automation performance.

• Experience in defining test cases, UAT plans, acceptance criteria, and assessing release readiness.

• Ability to document workflows, requirements, runbooks, and decision logic for both technical and non-technical audiences.

• Excellent cross-functional communication and partnership skills.

• Technical proficiency in Python, JavaScript, SQL, or analytics tools.

• Experience in building or supporting automations, integrations, AI workflows, support systems, or customer operations platforms.

• Familiarity with Forethought or similar AI customer support platforms.

• Experience with Salesforce Flow, Apex, MuleSoft, external services, or comparable integration frameworks.

• Knowledge of Jira workflows, bug intake, product escalation, and engineering handoff processes.

• Familiarity with knowledge management, KCS, support content quality, or self-service optimization.

• Background in SaaS technical support, customer support operations, or contact center technology.

• Understanding of privacy, compliance, sensitive data handling, or CJIS-related control concepts.

• No degree is required for most positions; applicants are encouraged to apply even if they do not meet every listed skill or experience.

🏝️ Benefits

• Remote work / remote-first company.

• Employee Resource Groups.

• Coffee with Mark sessions featuring the CEO.

• Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting.

• Special guest sessions addressing issues impacting employees.