Internal Systems Engineer (Applied AI)

About Impact.com Impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance‑based growth through authentic relationships. Its award‑winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands—Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics—rely on impact.com to power more than 350,000 partnerships that deliver measurable business results. Your Role at Impact.com Reporting to the Manager of Customer Operations Systems, the Internal Systems Engineer (Applied AI) is a specialized, high‑impact builder role dedicated to supercharging our Customer Operations teams (Support, Success, Onboarding, Implementation). This is a highly practical, application‑focused engineering position instrumental to our AI transformation. You will spend your time across three types of work: Build AI‑powered tools and agents. Integrate applied AI into our workflows using modern frameworks. Consult with business stakeholders to help explain the art of the possible, guide them in defining logic and prompts, and own building and maintaining agentic workflows and tools. Example projects include building an AI‑powered QA and training tool with a RAG component for new support agents, architecting agentic workflows for our onboarding team, or building a FreshDesk integration that suggests draft responses to tickets. Build and maintain a shared agent platform that enables AI scale across Customer Operations. Build and maintain the templates, approved patterns, and deployment infrastructure that allow teams to build their own agents without writing deployment scripts. Own making the self‑serve platform functional. Build robust internal software, integrations, and automations—such as developing custom FreshDesk widgets for agents. Own the full lifecycle of these apps: building, hosting, monitoring, maintaining, and eventually retiring them when no longer needed. Many job descriptions define themselves as “critical” or “pivotal.” This role genuinely is. Impact.com has thousands of clients, millions of partners, endless data, and complex multi‑system processes. We are ensuring we are on the cutting edge—aggressively automating and scaling our AI transformation. This role owns a substantial portion of that transformation for a critical part of our business. A note on how you’ll work with others: when someone across Customer Operations builds a pilot that proves value, you don’t take it over. You partner with them to elevate it—bringing engineering rigor, production infrastructure, and scale while they maintain creative control and ongoing input. When someone has a great idea but isn’t technically able to build it, your first instinct is to build it with them, growing their skills in the process. You’re an accelerator, not a bottleneck. This role is for the person who embodies curiosity, process obsession, and action orientation. It is for the passionate tinkerer who also explores custom Salesforce structures and data flows. It is for the person who has built agentic workflows in their free time because they can’t stop playing with the new tools AI offers. If you are that person—a highly motivated, thoughtful builder who wants to leverage applied AI daily—this is the role for you. What You’ll Do Software Development Foundation: Proven experience building, hosting, and maintaining applications and tools. Comfortable writing clean, functional code (Python, JavaScript/TypeScript, etc.) to solve operational problems and keeping something running in production. API & Integration Expertise: Deep experience working with REST APIs and building connectors between distinct SaaS platforms to automate data flows and trigger actions. Applied AI Engineering: Hands‑on experience with LLM orchestration frameworks (LangChain or LangGraph). Understanding of MCPs, RAG pipelines, agentic workflows, DAG vs linear flows, engineering HITL systems, and built real‑world systems using these rails. AI Evaluation & Quality: Experience setting up and running evals for LLM outputs. Building systems that grade, evaluate, and test AI responses for accuracy and safety; understanding CI/CD for AI systems and building regression testing pipelines. Platform Thinking: Designing templates, abstractions, and deployment patterns so others can reuse your work. Systems Thinking & Process Orientation: Mapping out complex operational workflows before building; ensuring solutions address the actual problem without downstream issues. Cross‑Functional Collaboration: Working closely with non‑technical business stakeholders; turning process flows and prompts into functioning hosted applications; teaching others to build their first agent. Autonomous Builder: Self‑starter thriving in an agile environment; hosting scripts or deploying small internal apps without excessive hand‑holding. Relentless Tinkerer: First person in current role to build agents; personal subscriptions to Claude, Gemini, ChatGPT, Cursor, etc. What You Bring Experience building custom apps or integrations specifically for Freshdesk (or similar enterprise ticketing systems like Zendesk/Jira). Background working in or building tools for Customer Support, Customer Success, or Onboarding teams. Experience integrating with knowledge base platforms (Gitbook or similar). Proven experience taking automation projects from concept to deployment within a large, complex organization. Experience building internal platforms or developer tools that other teams use to self‑serve. Experience with monitoring and observability for AI systems in production. Salary range: $140,000.00 – $160,000.00 per year, plus an additional 5% variable annual bonus contingent on company performance and eligible to receive a Restricted Stock Unit (RSU) grant. Benefits and Perks Medical, Dental, and Vision insurance Office‑only catered lunch every Thursday, healthy snack bar, and coffee Flexible spending accounts and 401(k) Flexible Working: Our Responsible PTO policy gives you time off to rest and recharge; we support a positive work‑life balance and a flexible environment. Health and Wellness: Mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage; monthly gym reimbursement policy. Stake in our Growth: Restricted Stock Units (RSUs) as part of total compensation, 3‑year vesting schedule, pending board approval. Investing in Your Growth: Free Coursera subscription and PXA courses. Parental Support: Generous parental leave—26 weeks fully paid for primary caregiver, 13 weeks fully paid for secondary caregiver. Technology Financial Support: Technology stipend for home office setup and monthly allowance for internet expenses. Impact.com is proud to be an equal‑opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non‑merit factors. #J-18808-Ljbffr impact.com