Senior AI Automation Engineer, CS Ops - Moveworks (Mountain View)

Company DescriptionMoveworks is the Agentic AI Assistant platform that empowers the entire workforce. Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt.Moveworks is trusted by over 5.5 million employees at more than 350 of the world’s largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award. In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s leading workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work.By joining our team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business. Come join us!ServiceNowIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionAbout the RoleWe’re hiring a Senior AI Automation Engineer for Customer Success Operations. You’ll build the automation foundation that scales our CS organization to support 2–3x the number of Moveworks customers over the next 12 months—without scaling headcount linearly. This is a hands-on senior IC role: 75% building and deploying production systems, 25% architecting solutions and advising teams on automation best practices.You’ll work across both internal and customer-facing automations, using AI tools to build and deploy custom solutions that increase customer value while making our CS team significantly more efficient. You will focus not just on solving today’s problems but will build the automation playbook for how we operate at scale for the next few years.What You Will Do Build the AI Automation Foundation That Scales CSArchitect and build the automation infrastructure that enables our Customer Success' teams ability to support 2–3x the number of customers. Create AI-powered tools that deliver insights at scale, automate mid-market and digital-touch engagement, and enable new operating models that drive best-in-class retention and cost-to-retain.Use AI to Transform CS OperationsUse AI tools to build and deploy custom solutions for internal teams. Build plugins using Moveworks Agent Studio, create specialized assistants, and leverage analytics products to automate work for Customer Success, Professional Services, and Support. Our CS and PS teams are among the heaviest AI users in the Moveworks business unit and you’ll supercharge their capabilities with purpose-built tools and workflows.Enable Customer-Facing Automation and Value DeliveryYour automations directly unlock our ability to spend more time with customers on what matters. By eliminating manual workflows around account research, insight delivery, and operational tasks, you free CS and PS to focus on building solutions with customers and driving adoption to help increase the value our customers realize from our products.Define the AI Automation Strategy Across Customer-Facing TeamsStart with Moveworks Customer Success, then expand to Professional Services and Support. Build integrations with enterprise systems like ServiceNow and Microsoft Dynamics. Establish the patterns, platforms, and practices that scale across all customer-facing functions. You’re building the automation foundation and playbook for how we operate going forward.Ship Production Systems with High Cross-Functional CollaborationPartner with Moveworks Data Science on analytics pipelines, Finance on revenue automation, Security and Privacy on compliant integrations, and Product on platform capabilities. Work across systems like ServiceNow, Moveworks, Claude, Rocketlane, Outlook, and Snowflake to deliver impact.Day-to-Day BreakdownBuild automation infrastructure (75% of your time)Implement integrations across ServiceNow, Moveworks, Claude, Rocketlane, Outlook, and Snowflake to deliver impact.Develop AI plugins, agents, and custom tools using Agent Studio and other AI toolingBuild and enhance automations that eliminate manual CS workflows and increase customer valueShip production-ready solutions that scale with the businessArchitect and advise (25% of your time)Design system integration approaches that are scalable and maintainableAdvise cross-functional partners on technical feasibility and best practicesEstablish automation guidelines, standards, and patterns for future CS Ops engineeringPartner cross-functionallyCollaborate with Data Science on data pipelines and analytics integrationsWork with Security and Privacy to ensure compliant automation practicesPartner with Finance on billing, revenue, and financial system integrationsEngage with Product teams to leverage platform capabilitiesEstablish the foundationAs the founding automation engineer, define how we build, document, and maintain automationsCreate knowledge and patterns that set up future CS Ops engineering for successIdentify and prioritize the highest-impact automation opportunities across internal and customer-facing workflowsQualificationsRequired7+ years building production systems, integrations, or business automationStrong programming skills in Python, JavaScript, SQL, or similar languagesExperience architecting multi-system integrations and evaluating technical tradeoffsTrack record of shipping projects collaboratively across functionsAbility to work independently and navigate ambiguityExperience with enterprise SaaS platforms such as ServiceNow, Snowflake, Claude, etc.,Hands-on experience building with AI tools, APIs, or agent frameworksNice to HaveExperience in Customer Success Operations or Revenue Operations environmentsFamiliarity with Rocketlane, Snowflake, Slack, Outlook integrations, or similar CS toolingBackground in building customer-facing automations that drive adoption or value realizationExperience defining automation strategy or standing up a new engineering function from scratchAdditional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact View email address on apply.placed-app.com for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. SummaryType: Full-timeFunction: EngineeringExperience level: Not ApplicableIndustry: Information Technology And Services