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Senior AI Operations Engineer, Customer Experience

NEW
Singapore, Hong Kong, Malaysia, ...Full-timeGlobal
šŸ“Š MidšŸ  Remote
ActivePosted within the last 30 days

Job Description

[AI-summarized by JobStash]

You will identify high-impact automation opportunities across customer workflows, design and build AI-enabled automations and internal tools, and ship durable production-ready workflows. You will work with stakeholders to pilot, measure, iterate, and roll out solutions, create documentation and runbooks, and design systems for reliability, scale, and safe adoption.

Requirements

  • ā—5+ years of experience or equivalent track record of shipping production work
  • ā—Proven experience shipping automations in a live operating environment (support, operations, or customer success)
  • ā—Experience with AI automation tools
  • ā—Practical experience using LLMs in production workflows including prompting, structured outputs, evaluation, and guardrails
  • ā—Experience with evaluation and monitoring for AI workflows including quality checks and feedback loops
  • ā—Strong coding abilities in JavaScript, TypeScript, or Python and experience integrating APIs
  • ā—Systems thinking and process improvement mindset focused on reliability, scalability, and maintainability
  • ā—Ability to work through ambiguity, influence stakeholders, and drive adoption
  • ā—Clear communication skills to translate between frontline needs, leadership goals, and technical implementation

Responsibilities

  • ā—Partner with CX leaders and frontline teams to map workflows, pain points, and tribal knowledge and translate them into automation roadmaps
  • ā—Align with stakeholders across CX, Platform, and Engineering to unblock delivery and manage dependencies
  • ā—Build and deploy AI-enabled automations and internal tools that improve triage, routing, drafting, knowledge, QA, and reporting
  • ā—Advise on AI-ready foundations including data quality, taxonomy, and documentation readiness
  • ā—Design solutions for scale and complexity, accounting for edge cases and organisational change
  • ā—Own end-to-end delivery: prototype, pilot, measure impact, iterate, and roll out
  • ā—Create clear documentation, runbooks, and enablement materials to ensure maintainability and adoption

Tech Stack

process improvementreportingautomationTypeScriptPythonAIrunbookJavaScriptdocumentationworkflowproject:Reap
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