Senior AI Automation Specialist

Role Description

Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. We support SMB, mid-market, and enterprise customers with a mix of internal and BPO teams across four countries. We're standing up a new team inside CXO focused on building agentic AI systems that automate manual work, catch things before they fall through cracks, and give leaders visibility into their operations. The work isn't new. We've been building AI tools and delivering value ad hoc, but now it's our mandate.

This is a founding team. You'd be shaping the architecture, the workflows, and the culture from the ground up. There's existing work to build on, but no inherited playbook to follow. You'll work directly with CARE leaders, QA, Advocacy, and WFM to identify what to automate and validate that it's working.

In this role, you will:

• Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, SOP-driven case workflows.
• Deploy standardized automations across Slack and Salesforce at scale.
• Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems.
• Review DevRev/Cresta transcripts to ensure bots are behaving as expected.
• Give leaders self-serve access to data and insights.
• Deliver automated weekly/monthly business intelligence on cadence (site health, volume, SLA, CES).
• Detect escalation patterns and repeat contacts that nobody is connecting the dots on.
• Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale.
• Know what happened last week and what's coming next.

You will also:

• Connect and deploy orchestration layers (MCP, custom connectors) to automate CX business workflows and productize internal tools.
• Measure operational reliability and system accuracy to ensure business metrics are being achieved: contacts deflected, cost avoided, hours saved.
• Design escalation patterns so the system knows when to surface to a human.
• Partner with the data team on structured data layers that keep AI outputs trustworthy.
• Productize what works so it scales across the org.

Qualifications

• Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems).
• Data modeling or analytics background (dbt, Redshift, Trino).
• Experience building tools for non-technical end users.

Requirements

• Visa Sponsorship: This position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP).
• HSA & FSA accounts.
• Life Insurance, Long & Short-term disability coverage.
• Employee Assistance Program (EAP).
• 11+ Observed holidays and wellness days and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.