Note: The job is a remote job and is open to candidates in USA. Pearl is a ratings and standards company building a national standard for home performance through its Pearl SCORE™ system. The Application Engineer administers and extends the CRM, contact center, and AI agent platforms used by Customer Operations, while connecting systems, configuring automations, troubleshooting data flows, and enabling team members to use these tools effectively.
Responsibilities
- Administer and configure the CRM platform, including objects and properties, workflows and automation, user permissions, data quality, and standard integrations. Implement business requested changes without requiring outside development support
- Administer the contact center stack across voice, chat, email, and ticketing. Configure routing rules, escalation paths, SLA logic, queues, and business hours. Maintain phone and messaging configuration
- Configure, tune, and maintain the AI voice and chat agents that handle customer interactions. Maintain prompts, knowledge sources, and connected actions. Review live sessions, identify where agents are performing poorly, and correct them
- Build practical automations using current AI and agent tooling to reduce repetitive operational work such as data preparation, ticket triage, routine reporting, and content generation. Prioritize reliability and maintainability over sophistication
- Connect Customer Operations’ platforms to one another and to the organization’s other systems using available APIs, native connectors, and integration tooling. Monitor those connections, and diagnose and resolve failures when data does not flow correctly
- Document how our team’s systems are configured and how they connect. Train team members on the tools and maintain runbooks so that configuration knowledge does not sit with a single person
- Evaluate new tools and make recommendations to the Director of Customer Experience and the Revenue Operations Manager
- Support testing of new platform features and releases that affect Customer Operations systems
- Participate in customer and agent conversations to inform configuration priorities
- Regular self education on CRM, contact center, and AI agent tooling
Skills
- Hands on experience administering a CRM platform (HubSpot preferred; Salesforce, Dynamics, or similar acceptable), including objects and properties, workflow automation, permissions, and data quality
- Hands on experience administering a contact center or helpdesk platform across voice, chat, and ticketing, including routing and escalation configuration
- Familiarity with APIs and how systems connect, including the ability to read API documentation, configure and test an integration, and troubleshoot when data does not flow correctly
- Working familiarity with AI agents and large language model tools, including configuring agents, writing and refining prompts, connecting agents to knowledge sources and actions, and assessing output quality
- Basic agentic automation capability, able to build and maintain practical automations using current AI tooling and low code or light scripting approaches
- Comfortable working with non deterministic AI output and testing for reliability rather than expecting exact repeatability
- Able to translate a business requirement into a working system configuration
- Strong troubleshooting skills across connected systems
- Clear communication with non technical stakeholders
- Organized, able to manage a queue of requests and prioritize independently
- In lieu of a cover letter, we ask every applicant to answer 4 short questions about their hands-on experience
- This is a required part of the application
Benefits
- Medical, vision and dental coverage provided at no cost for employees and their families (with an option to purchase upgraded coverage at a minimal cost to employee)
- FSA, HSA, and dependent care accounts
- Life insurance coverage
- Employer paid cell phone service
- 401(k) with employer match up to 4%
- Stock options
- 15 vacation days during the calendar year, plus holidays (including the week between Christmas and New Year’s Day), a floating holiday for your birthday, sick days, and paid parental leave
- Flexible work environment: work remotely from anywhere within the U.S.
Company Overview