Customer Experience (CX) Automation Engineer, Mid Level (Remote)

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Job Summary:

Galileo is a leading platform for Gen AI evaluation and observability, dedicated to helping teams build safe and reliable AI applications. The Customer Experience Automation Engineer will enhance customer support operations through AI-driven automation, focusing on designing API integrations and optimizing intelligent systems for exceptional customer experiences.

Responsibilities:

• AI-Powered Automation: Design and implement intelligent automation systems using AI and agentic applications to handle customer inquiries, route issues, and resolve common problems without human intervention.

• API Integration Development: Design, develop, and maintain API-based integrations for customer experience workflows, connecting support tools with our existing systems and platforms.

• Intelligent Workflow Creation: Create event-driven automations, webhooks, and agentic workflows that boost efficiency and streamline customer interactions across all support channels.

• Support Process Optimization: Enhance ticket routing, agent assignment, and implement intelligent triage systems to improve response times and resolution accuracy.

• Customer Communication Systems: Build automated communication systems that provide timely updates and maintain high satisfaction standards throughout the support lifecycle.

• Self-Service Enhancement: Develop and optimize AI-driven chatbot interactions and self-service options that resolve GenAI evaluation and observability questions independently.

• Data Analysis & Insights: Analyze support performance data and customer interaction patterns to derive insights and continuously optimize automation effectiveness.

• Knowledge Base Automation: Create and maintain intelligent documentation systems and knowledge bases that automatically surface relevant technical content for GenAI application challenges.

• Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success teams to improve business processes and integrate automation throughout the customer journey.

Qualifications:

Required:

• 4 years of experience in Business Systems, Integration Engineering, Customer Experience automation, or related field, preferably within the software or technology industry.

• Hands-on experience developing and deploying AI and LLM-based solutions using platforms like OpenAI (GPT) and Anthropic (Claude), with focus on building agentic workflows and intelligent automation systems.

• Proficiency in JavaScript, React.js, Python, and Node.js for building automations and API-based integrations, with experience in REST APIs and system connectivity.

• Proven expertise in automating workflows with webhooks, middleware tools (e.g., Workato, Mulesoft, Tray.io), and event-driven automation platforms.

• Strong understanding of software platforms, APIs, and technical troubleshooting, with ability to understand and resolve complex issues related to GenAI applications.

• Excellent written and verbal communication skills, with ability to explain technical concepts clearly to both technical and non-technical audiences.

• Passionate about delivering exceptional customer experiences and solving customer problems through innovative automation solutions.

• Experience analyzing data pipelines and using insights to drive process improvements and automation optimization.

• Ability to work independently, take initiative, and build systems with minimal direction in a fast-paced startup environment.

• Familiarity with customer support platforms (Plain, Zendesk, Intercom) and understanding of GenAI platform challenges, evaluation workflows, and observability requirements.

• Ability to design and implement automated customer journey workflows that adapt based on customer behavior.

Preferred:

• Previous experience at a developer-focused or AI/ML platform company

• Experience with LLM implementation and integrations

• Experience with AI-driven chatbot automation and natural language processing (NLP) for technical support scenarios

• Background in customer support or technical operations roles

• Experience with operational system integrations (billing platforms, CRMs, etc.)

• Track record of building support operations that scale efficiently through automation rather than headcount growth

Company:

Galileo.ai is an AI platform that provides services for developing, testing, monitoring, and securing their AI applications. Founded in 2021, headquartered in San Francisco, California, USA, team size 51-200 employees, currently Growth Stage. Galileo has a track record of offering H1B sponsorships.

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