Lead Automations Analyst

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

📋 Description

• Transform Customer Success challenges into AI-driven solution designs

• Develop orchestrators and sub-agents within ORA, HighLevel’s proprietary AI platform

• Create and update skills, prompts, and knowledge-base entries

• Design and implement feedback mechanisms utilizing thumbs up/down, logs, and evaluation signals

• Launch AI solutions into production, monitor quality variance, and improve using feedback from advisors and customers

• Create pre-call briefs, provide in-call guidance, conduct post-call evaluations and summaries, and develop transcription-based follow-ups and internal knowledge tools

• Identify capability gaps within the ORA platform and collaborate with RevOps to request features, including requirements, acceptance criteria, edge cases, and customer impact assessments

• Engage in design reviews, contribute technical insights, and validate builds

• Incorporate new capabilities and report on outcomes

• Analyze Quality Analyst II evaluation signals to prioritize fixes and new developments

• Communicate completed work to Success leadership and Enablement teams

• Define and document patterns for AI solution design, testing, and deployment

• Develop onboarding playbooks and establish standards for solution quality, test coverage, and observability

• Stay updated on LLM behavior, orchestration methodologies, model releases, and AI tools

• Conduct experiments and share insights with Success, Quality Analyst II, and RevOps engineering teams

⛳️ Requirements

• An unwavering curiosity and a commitment to self-directed learning — this is essential

• 7+ years of experience in AI/ML solutions, technical product management, prompt engineering, applied AI, automation engineering, or a similar role with full delivery ownership

• Proficient understanding of LLM behavior, including prompt design, orchestration patterns, model selection trade-offs, typical failure modes, and evaluation design

• Strong comprehension of databases and the flow of data between systems

• Ability to read code sufficiently to understand the operations within ORA, debug integrations, and engage in substantial technical discussions with RevOps engineers; production coding is not a requirement

• Capability to define problems, design solutions, write clear requirements and acceptance criteria, and manage end-to-end delivery

• Excellent written and verbal communication skills

• A mindset of end-to-end ownership and accountability for results

• Bachelor’s degree in a relevant field or equivalent hands-on experience

• Practical experience with AI development platforms such as Claude, Cursor, or similar tools

• Experience in designing orchestration frameworks, sub-agent workflows, or multi-step AI solutions

• Familiarity with retrieval-augmented generation (RAG), vector databases, or knowledge-base architecture

• Knowledge of SQL or similar database querying languages

• Experience with APIs, webhooks, or data integration between systems

• Background in customer success, support, sales enablement, or call center operations

• Familiarity with HighLevel or similar SaaS products

• Previous experience deploying AI workflows into production

• Prior experience in writing technical specifications for engineering teams

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Comprehensive health, dental, and vision insurance

• Flexible work arrangements and remote work options

• Opportunities for professional development and continuous learning

• Collaborative and inclusive company culture