Automation Engineer 3 - Technical Support

Role Description

The AI Automation Engineer 3, Support Systems designs, builds, tests, and optimizes AI-driven support workflows across Forethought, Salesforce Service Cloud, Knowledge, Jira, and related support systems. This role helps increase AI resolution, improve deflection, reduce manual triage, strengthen routing accuracy, and enhance customer experience through reliable, governed, and measurable AI automation.

What Your Impact Will Look Like

• Improve customer experience by enabling faster, more accurate, and more effective AI-supported support interactions.
• Increase automation effectiveness through higher AI resolution rates, better deflection outcomes, and reduced manual triage.
• Strengthen support operations by improving routing accuracy, escalation handling, and safe human handoff behavior.
• Enhance decision-making with measurable reporting and performance insights across AI workflows and support systems.
• Help ensure scalable, governed, and production-ready AI automation through strong testing, auditability, and privacy-conscious controls.
• Design AI agents and workflows for intake, triage, routing, case qualification, resolution, escalation, and customer updates.
• Build, test, and continuously improve Forethought Autoflows, intents, fallback logic, Solve, Triage, Assist, Discover, and Agent QA use cases.
• Partner with Business Systems to connect AI outputs to Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting.
• Create and configure API-based workflows, webhooks, Salesforce Flows, low-code automations, and system integrations.
• Develop test sets and UAT plans to validate AI responses, routing accuracy, grounding, customer experience, and safe handoff behavior.
• Analyze case data, customer sentiment, fallback patterns, and AI failures to identify knowledge gaps and automation opportunities.
• Monitor AI performance and produce recurring reporting on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact.
• Implement governance controls for privacy, sensitive data, CJI or CJIS risk signals, auditability, human handoff, and rollback readiness.
• Partner with Support, Support Operations, Product, Engineering, Customer Success, Business Systems, Knowledge, and vendors to move AI initiatives from idea to production.

Qualifications

• Working knowledge of Salesforce Service Cloud, including cases, queues, fields, flows, statuses, reports, and user permissions.
• Understanding of AI agents, LLM workflows, prompt behavior, grounding, fallback logic, testing, and production monitoring.
• Hands-on experience with APIs, webhooks, workflow automation, and low-code or pro-code integration patterns.
• Strong analytical skills with the ability to identify trends across case data, customer sentiment, support volume, and automation performance.
• Strong QA mindset, including experience defining test cases, UAT plans, acceptance criteria, and release readiness.
• Ability to document workflows, requirements, runbooks, and decision logic clearly for both technical and non-technical audiences.
• Strong cross-functional communication skills and the ability to partner effectively with Support, Product, Engineering, Business Systems, and vendors.
• Technical capability in Python, JavaScript, SQL, or analytics tools for coding, validation, reporting, and automation support.

Requirements

• Experience building or supporting automations, integrations, AI workflows, support systems, or customer operations platforms.
• Experience with Forethought or comparable AI customer support platforms.
• Experience with Salesforce Flow, Apex, MuleSoft, external services, or similar integration frameworks.
• Experience with Jira workflows, bug intake, product escalation, and engineering handoff processes.
• Experience with knowledge management, KCS, support content quality, or self-service optimization.
• Experience in SaaS technical support, customer support operations, or contact center technology.
• Familiarity with privacy, compliance, sensitive data handling, or CJIS-related control concepts.

Benefits

• Remote-first work environment with a globally distributed workforce.
• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions for interaction with the CEO on important issues.
• Microsoft Teams communities focused on wellness, art, family, and more.
• Special guest discussions on issues impacting the employee population.