Senior AI Engineer, CX

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

📋 Description

• Identify and document impactful workflow transformations within Fan Ops and Marketplace Ops.

• Design and develop agentic workflows for fan issue triage and routing, AI-assisted response drafting, refund and dispute resolution, seller risk scoring, event cancellation management, SLA monitoring and escalation, along with other operational tasks.

• Integrate with both external and internal Gametime data systems.

• Create user-friendly tools, including intuitive UIs, Slack-based interfaces, scheduled agents, and knowledge retrieval systems.

• Guide operators through the gradual adoption of AI and transformation of workflows.

• Identify patterns and expand successful tools across Fan Ops and Marketplace Ops.

• Educate operations colleagues on utilizing AI tools, creating automations, and adopting a workflow-oriented mindset.

• Manage the entire lifecycle from design to production deployment, ongoing monitoring, iteration, and assessing impact.

• Assess new agentic frameworks, LLM capabilities, and AI tools.

• Contribute to the definition of AI-embedded engineering within Gametime’s Operations organization.

• Deliver production agents utilized weekly, minimize manual resolution time, enhance fan satisfaction, and boost operator capacity.

⛳️ Requirements

• A minimum of 4 years of experience in technical operations or software engineering, including at least 1 year in building production LLM or agentic systems.

• Proven experience in developing and deploying tools that are used in production by non-engineers—not just internal development tools.

• Capability to collaborate closely with non-technical stakeholders, translating their domain expertise into technical specifications and articulating your work in accessible language.

• Demonstrated ability to coach or empower others—either formally or informally—with evidence that those you’ve assisted have significantly improved their workflows.

• Comfort in dealing with ambiguity.

• Experience in customer operations, CX tools, trust and safety, or marketplace operations.

• Familiarity with ticketing, e-commerce, or two-sided marketplace environments.

• Knowledge of support tooling platforms.

• Understanding of RAG pipelines, vector databases, and evaluation frameworks, particularly for knowledge retrieval and automated response generation.

• Proficient with data tools such as SQL, dbt, and Snowflake.

• Previous experience in an embedded or cross-functional engineering role.

• Background in consulting, solutions engineering, or other client-facing technical positions.

🏝️ Benefits

• Competitive equity package.

• Flexible PTO.

• Medical, dental, and vision insurance.

• Life insurance and disability coverage.

• Family-forming benefits through Carrot Fertility.

• 401(k) and HSA options.

• $1,200 annual credits for Gametime events.

• Company off-sites and wellness programs.

• Recognition for tenure.