Senior AI Solutions Engineer

Role Summary

Customer Support is evolving towards more scalable, intelligence-driven operation – reducing manual effort, improving customer self-service, and leveraging AI to deliver faster, more consistent outcomes.

The Senior AI Solutions Engineer is responsible for implementing, optimizing, and continuously improving AI-powered capabilities across Customer Support, ensuring the toolset delivers measurable impact.

This role will translate business needs into scalable AI solutions and enable the organization to work more efficiently, consistently and intelligently over time.

Responsibilities

• Partner with support management to identify, prioritize, and execute automation opportunities
• Identify and recommend automation opportunities across the customer support lifecycle
• Configure, implement, and optimize AI-driven capabilities
• Support testing, validation, and iteration of AI solutions to ensure reliability and effectiveness in production
• Act as a hands-on operational SME, focused on improving how AI is applied within day-to-day support workflows
• Recommend success metrics and continuously monitor performance of AI and optimize based on results
• Leverage all related data sources to:

+ Track customer journeys across touchpoints + Analyze customer usage and engagement patterns + Identify opportunities to improve adoption, engagement, and efficiency * Translate insights into actionable changes and targeted adjustments, including workflow updates, model tuning, and automation enhancements * Create repeatable frameworks for evaluating and scaling new AI use cases * Translate operational needs into technical requirements and solutions * Troubleshoot and resolve issues with AI tools, workflows, and integrations in sandbox and production environments * Monitor and optimize AI agent performance using analytics and QA tools to ensure accuracy, efficiency, and continuous improvement. * Partner with support management to execute against de...