Automation Engineer 3 – Technical Support

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

📋 Description

• The AI Automation Engineer 3 for Support Systems is responsible for designing, constructing, testing, and enhancing AI-driven support workflows across platforms such as Forethought, Salesforce Service Cloud, Knowledge, Jira, and other related support systems.

• Enhance customer experience by facilitating quicker, more precise, and more efficient AI-supported support interactions.

• Boost automation performance by achieving higher AI resolution rates, improved deflection results, and decreased manual triage.

• Fortify support operations through enhanced routing precision, effective escalation management, and secure human handoff processes.

• Improve decision-making capabilities with comprehensive reporting and performance insights across AI workflows and support systems.

• Assist in ensuring scalable, governed, and production-ready AI automation through robust testing, auditability, and privacy-focused controls.

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

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

• Collaborate with Business Systems to align AI outputs with Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting.

• Create and configure workflows based on APIs, webhooks, Salesforce Flows, low-code automations, and system integrations.

• Establish test sets and UAT plans to validate AI responses, routing accuracy, grounding, customer experience, and secure handoff processes.

• Examine case data, customer sentiment, fallback trends, and AI failures to uncover knowledge gaps and opportunities for automation.

• Track AI performance and generate regular reports on AI resolution, deflection, fallback incidents, misroutes, reopens, and customer impact.

• Enforce governance measures for privacy, sensitive data, CJI or CJIS risk indicators, auditability, human handoff, and rollback readiness.

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

⛳️ Requirements

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

• Knowledge of AI agents, LLM workflows, prompt behavior, grounding, fallback logic, testing, and production oversight.

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

• Strong analytical abilities to detect trends in case data, customer sentiment, support volume, and automation efficiency.

• Robust QA mindset, with experience in defining test cases, UAT plans, acceptance criteria, and ensuring release readiness.

• Capability to document workflows, requirements, runbooks, and decision logic clearly for both technical and non-technical stakeholders.

• Excellent cross-functional communication skills and the ability to collaborate effectively with Support, Product, Engineering, Business Systems, and vendors.

• Technical skills in Python, JavaScript, SQL, or analytics tools for coding, validation, reporting, and automation support.

• Experience in developing 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.

• Exposure to Jira workflows, bug intake, product escalation, and engineering handoff procedures.

• Background in knowledge management, KCS, support content quality, or self-service enhancement.

• Experience in SaaS technical support, customer support operations, or contact center technologies.

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

🏝️ Benefits

• Employee Resource Groups to promote diverse perspectives.

• Coffee with Mark sessions.

• Microsoft Teams communities centered on wellness, art, pets, family, parenting, and more.