Job Description:
• Design, build, and maintain AI-enabled tools, workflows, and internal automations that improve team efficiency and business outcomes.
• Partner with cross-functional stakeholders to identify high-value AI enablement use cases across product development, operations, support, and internal business functions.
• Develop integrations between AI services, internal systems, and third-party platforms using APIs, scripting, and automation frameworks.
• Translate business problems into scalable technical solutions, including prompts, orchestration logic, data pipelines, and supporting applications.
• Establish and follow best practices for responsible AI usage, including security, privacy, data handling, testing, monitoring, and documentation.
• Evaluate emerging AI tools, models, and platforms and recommend practical solutions aligned with CivicPlus needs and architecture.
• Collaborate with engineering and data teams to ensure reliable access to the data, services, and infrastructure needed to support AI-enabled solutions.
• Create and maintain documentation, technical standards, and reusable patterns that support sustainable AI adoption across teams.
• Troubleshoot and optimize existing AI automations and integrations to improve reliability, performance, cost-effectiveness, and user experience.
• Provide technical guidance, training, and enablement support to internal teams adopting AI-powered tools and workflows.
• Participate as a collaborative member of an Agile team and contribute to continuous improvement of engineering practices and delivery standards.
• Perform other duties as assigned.
• Build solutions that accelerate implementation projects (project setup, project assistant, knowledge surfacing).
• Improve support ticket triage and AI-assisted resolution — meaningful resolution time reduction is a primary outcome.
• Operate as a centralized resource serving Prof Services and Tech Support during transition; gradually move closer to COGS over time.
• Coordinate on overlap with WBD call review and customer-facing AI tooling.
Requirements:
• Bachelor’s degree in computer science, engineering, information systems, or a related field preferred; equivalent work experience may be considered.
• 5–8 years of experience in software engineering, automation engineering, data engineering, machine learning engineering, solutions engineering, or a similar technical role.
• Experience building or supporting AI-enabled workflows, automations, internal tools, or system integrations.
• Proficiency in at least one scripting or programming language such as Python or JavaScript.
• Experience working with APIs, integration patterns, and structured and unstructured data.
• Familiarity with modern AI/ML concepts, including large language models, prompt design, evaluation, and model or service integration.
• Experience with cloud platforms and developer tooling used to deploy, monitor, and maintain technical solutions.
• Strong problem-solving skills and the ability to balance speed, quality, security, and maintainability.
• Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.
• Experience documenting workflows, standards, and technical solutions for long-term maintainability.
• Preferred experience with workflow automation platforms, data pipelines, governance controls, experimentation, or internal enablement and change management.
• Preferred experience supporting responsible AI practices, model evaluation, or AI operations in a business environment.
• Experience automating implementation, services delivery, or technical support workflows.
• Familiarity with knowledge bases, ticketing systems (Zendesk, Salesforce Service Cloud, similar), and customer-facing operations.
Benefits:
• Comprehensive health insurance
• Dental insurance
• Vision insurance
• Flexible Time Off
• 401(k) plan