AI Solutions Engineer

Who you are

• Ships working code, not just configuration. Comfortable writing Python or equivalent, using Git for version control, and deploying small services to production. You do not need to be a full software engineer
• Working technical fluency across the CX and AI builder's toolkit: APIs and integrations (REST, webhooks, system-to-system), automation platforms (Zapier, Make, n8n, or similar), and data work (SQL, JSON, transformations, structuring data to measure impact)
• Direct experience building applications against LLM APIs such as Claude or OpenAI, including prompt design, iteration, and eval frameworks
• Prompt engineering as a discipline. You version prompts, iterate systematically, and can walk us through the reasoning from v1 to v4
• Hands-on experience with customer operations platforms such as Zendesk, Salesforce, ServiceNow, or similar ecosystems
• Track record of delivering AI-enabled operational improvements that shipped and got used, not just designed
• Hands-on experience with RAG pipelines, agent orchestration, or vector databases
• Prior work in customer support, professional services, or customer education
• Builder Mindset. You prototype quickly, ship improvements continuously, and learn from production rather than waiting for perfect requirements
• Systems Thinker. You don't automate isolated tasks. You redesign workflows that improve the entire customer and employee experience
• Product Orientation. You treat AI capabilities as products that require adoption, measurement, feedback, and continuous improvement
• Ownership Mentality. You measure success through business outcomes, not completed projects
• Experimenter. You are comfortable working with ambiguity, testing ideas rapidly, and adjusting based on evidence
• Collaborative Leader. You influence without authority, partnering across functions to build solutions people genuinely want to use
• Intellectual Honesty. You surface what is not working as quickly as what is, using data to guide decisions and continuous improvement

What the job involves

• Reports To: VP, CX Strategy
• Function: AI & Automation | Customer Experience Operations
• Type: Full-Time | Individual Contributor
• The AI Solutions Engineer is the builder responsible for transforming how Customer Experience operates through AI
• This is not a consulting or advisory role. You will identify opportunities, design solutions, build workflows, deploy them into production, measure their impact, and continuously improve them
• Serving Professional Services, Support, and Education, you will partner with operational leaders to redesign work rather than simply automate existing tasks. You will think in systems, experiment rapidly, and build scalable AI capabilities that improve both customer outcomes and employee experience
• This is the founding AI builder role within Customer Experience, operating inside Togetherwork's existing enterprise AI & Automation function, which is led by the Director of AI Orchestration. It offers significant influence over how AI becomes embedded across Customer Experience
• Initial focus areas are (1) accelerating AI adoption within Support and (2) modernizing Professional Services delivery, including implementation acceleration, migration tooling, and consultant copilots, with patterns that scale across all CX functions
• As the founding AI Solutions Engineer for CX, you own how AI is designed, built, deployed, and operated across Support, Professional Services, and Education, within the company AI governance framework. You apply company AI standards within CX and define the CX-specific patterns, prompt libraries, and workflow templates that comply with them
• Design, build, and deploy production AI solutions directly against LLM APIs such as Claude or OpenAI, including prompt libraries, eval frameworks, and human-in-the-loop workflows that ship to real users
• Redesign customer and employee workflows around AI rather than automating existing tasks
• Define the CX-specific patterns and workflow templates that extend company AI standards, contribute the CX knowledge domain to Togetherwork's enterprise knowledge infrastructure, and own how AI is configured and optimized across the CX stack, including Zendesk AI, Stylo, Guru, and emerging platforms
• Evaluate emerging AI technologies for CX use cases; recommend build, buy, or integrate paths through the AI Governance Council for company-wide tooling, and decide independently within CX for platform-native capabilities (e.g., Zendesk AI, Stylo, Guru)
• Determine when to use native platform AI, third-party tools, automation platforms, lightweight scripting, or custom integrations
• Identify, negotiate, and unblock the cross-functional data, API, and process dependencies (spanning RevOps, Engineering, Managed Services, and Finance) required for CX AI workflows to deliver value
• Treat AI capabilities as products: define success metrics before launch, measure adoption, quality, and business impact, then improve based on data and user feedback
• Own the failure-mode playbook for customer-facing AI, including escalation paths, human review thresholds, drift monitoring, and brand-risk mitigation, in partnership with the AI Governance Council
• Establish repeatable frameworks that let AI expand across Customer Experience without you in the loop
• Own a phased roadmap that sequences and prioritizes work across Support, Professional Services, and Education, multiplying impact through reusable frameworks, self-service, and enablement so the program scales efficiently as it grows
• Partner with IT, Systems, Data, Security, and operational leaders to integrate AI into the CX technology stack
• Represent CX in the company-wide AI Guild, contributing CX patterns, learnings, and reusable components back to the enterprise, and adopting shared standards and tooling as they evolve
• Build enablement that helps teams adopt AI confidently, and serve as the CX authority on responsible, scalable, and sustainable AI use, operating within company AI standards and governance
• Partner with CX leadership on role redesign, career paths, and workforce planning as AI shifts the mix of work, so teams grow with the change rather than getting caught by it
• Within your first year, you will have:
• Delivered production AI solutions across Support, Professional Services, and Education
• Shipped LLM-powered workflows built directly against Claude, OpenAI, or equivalent APIs, with eval frameworks in place to measure quality
• Reduced manual effort through thoughtfully designed AI-enabled workflows
• Improved customer experience through faster, more consistent service
• Increased knowledge reuse and self-service effectiveness
• Established scalable standards for prompt engineering, knowledge architecture, and AI governance
• Created repeatable frameworks that enable future AI expansion across Customer Experience
• We evaluate on what you have built and can walk us through, not on titles, degrees, or years of experience
• Career-changers from customer operations, sales engineering, software engineering, or adjacent backgrounds are all welcome. What matters is that you can show us the work you have shipped and explain the decisions behind it. Expect to demo real work in the interview process
• This is an opportunity to build the AI operating model for Customer Experience at Togetherwork
• You will not inherit a mature program. You will help create it
• Working directly with the VP of CX Strategy, you will shape how AI is deployed across Professional Services, Support, and Education while influencing the future of customer operations across a multi-product SaaS organization serving hundreds of thousands of users
• The solutions you build will be visible, measurable, and foundational to how Customer Experience operates for years to come

Benefits

• Personal training plans and professional development opportunities
• Flexible work hours
• Basic life insurance
• Social Committee Events
• Innovative culture, including hack weeks for everyone
• AD&D/STD/LTD/EAP
• Extended Health coverage
• Family Responsibility Leave
• Group RSP (Retirement Savings Plan) with 100% company match up to 4% of base salary
• Group TFSA (Tax-Free Savings Account)
• Group HCSA $600 funded annually by employer
• Wellness Allowance
• 15 vacation days annually
• 12 paid holidays annually
• Profit Sharing
• Remote work
• Medical, Dental, and Optical Benefits
• Therapy and Mental Health Benefits
• Group Critical Illness Benefit
• Group Income Protection
• Group Life Insurance
• Bereavement counseling and probate helpline
• Wellness Benefits and Fitness Discounts
• Pension Plan with 3% employer match
• Worldwide Travel Coverage
• 22 PTO days
• 8 Paid Bank Holidays
• 5 Paid Sick days
• Remote Work
• Medical, dental, and vision insurance options
• 100% employer-paid short/long-term disability
• Basic Life Insurance
• 401(k) with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company-paid holidays
• 6 weeks paid parental leave