AI Deployment Engineer at Gladly

Job Description

About Gladly

For industry leaders who need to get AI proper, Gladly is the one buyer expertise AI that delivers the fee financial savings they want AND the shopper devotion that drives lasting industry worth. With over a decade of singular CX focus and trusted by the planet’s most customer-centric manufacturers together with Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to interact prospects and switch each dialog into lasting relationship fairness. The result’s experiences which can be radically private and effortlessly scalable, emotionally clever and operationally environment friendly.

At the center of our merely highly effective platform, Gladly maintains one steady dialog throughout all channels whereas placing the right stability of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative value financial savings delivered for patrons, and a 65% improve in CSAT, it is a workforce the place your work has actual impression at scale. Learn extra at www.gladly.ai.

The Team

The AI Deployment Engineering workforce is the tip of the spear for each new AI rollout at Gladly, working hands-on with our most strategic prospects to implement, optimize, and broaden their use of our AI. The tradition is collaborative and experimental: we resolve exhausting issues collectively, so that is no place for a lone wolf. You will report back to the Manager of AI Delivery and companion carefully with Implementation Managers, Professional Services Engineering, and Solution Engineering.

The Opportunity

This function places you on the middle of how Gladly’s high manufacturers undertake AI. You will design AI use instances, construct the integrations and workflows behind them, and repeatedly optimize for the very best attainable decision charges. The objective is straightforward and high-stakes: assist prospects automate extra of their buyer expertise, cut back deal with time, and get measurably extra worth from Gladly’s AI all whereas constructing finish client devotion.

You are technical sufficient to construct by yourself and polished sufficient to steer the shopper dialog. You can decompose a obscure request right into a concrete plan, join  the APIs, write the actions, workflows and guides that make the AI helpful, and clarify all of it again to the shopper in plain language. You maintain your self accountable, talk proactively, and are energized by ambiguity and new know-how.

Because that is an rising self-discipline, you’ll assist write Gladly’s playbook for what a fantastic AI deployment seems to be like. It is extremely technical and extremely customer-facing, and that stability is strictly what makes it work.

We’re in search of somebody with a ardour for working immediately with APIs, java script and AI  the curiosity to resolve advanced issues, and the initiative to thrive in a fast-paced SaaS setting.

What You’ll Do

Solution Design & Business Analysis

• Partner with prospects to decompose ambiguous targets into concrete, buildable AI use instances, uncovering hidden complexity and edge instances alongside the best way.
• Determine whether or not the information a use case wants is on the market, determine the best APIs or MCP sources, and safe entry.

Integration & Technical Build

• Use Gladly’s CLI to register APIs on the App Platform, making buyer information accessible to Gladly AI and brokers.
• Write app actions in JavaScript to condense giant API payloads all the way down to the fields the AI really wants.
• Build the workflows and guides that inform Gladly’s AI how one can use that data and reply to the shopper.

Optimization & Customer Success

• Own use instances finish to finish after launch: monitor efficiency, optimize, and construct new use instances that raise help and determination charges.
• Give proactive standing updates to prospects and the inner workforce, and companion with SAMs and Implementation Managers to maintain targets and timelines aligned.
• Participate in QBRs and EBRs to point out progress and guarantee prospects are getting measurable worth.

Pre-Sales & Cross-Functional Partnership

• Partner with Solutions Engineering on pre-sales demos, and pull in Professional Services Engineering for probably the most advanced customized work.

What We’re Looking For

• 3-5 years in a technical, customer-facing function akin to technical account administration, options or gross sales engineering, help engineering, skilled providers, or forward-deployed engineering, ideally in SaaS, AI, or CX know-how.
• Hands-on technical capacity: you possibly can learn an API payload and write JavaScript to remodel it, you perceive REST APIs, JSON, and webhooks, and you’re snug in a CLI. You construct issues your self slightly than handing them off.
• Strong industry evaluation abilities: you flip an ambiguous buyer objective into clear necessities and a workable answer design.
• Exceptional English communication (C1-C2 / industry fluent), with the power to elucidate advanced technical ideas to non-technical stakeholders.
• Genuine curiosity about AI and an inherent ability for immediate engineering and workflow design.
• Accountability and proactivity: you make commitments, hold them, talk standing with out being requested, and thrive in ambiguity.
• Based in Colombia, capable of work core US industry hours or with vital overlap.
• CX, contact middle, or CX SaaS background is a robust plus. Forward-deployed or deployment engineering expertise at an AI firm is a bonus.

Salary for this function: $40,000 – $54,000 USD (could also be paid in USD or COL pesos, relying on COR or EOR contract choices – however it is a full-time alternative)

The money compensation above consists of base wage, and isn’t reflective of potential fee for workers in eligible roles, or annual bonus targets beneath Gladly’s bonus plan for eligible roles. In addition to money compensation, all Gladly’s staff are eligible to take part in Gladly’s fairness incentive plan to obtain inventory choices per the phrases of the settlement. Individual compensation packages are based mostly on just a few various factors distinctive to every candidate, together with their profession degree, abilities, expertise, particular geographic location {qualifications} and different job-related causes.

Why Join Gladly?

Gladly is redefining buyer expertise AI; we’re designed for devotion, not deflection. We put folks on the middle of every part we construct, from our platform to our tradition. When you be part of us, you’ll take pleasure in:

• Competitive salaries, inventory choices, and complete advantages
• Generous paid break day, parental go away, and residential workplace stipends
• A completely distant work setting with alternatives for in-person workforce gatherings
• A powerful dedication to skilled development and an inclusive office the place various views thrive
• An organization the place AI will not be a buzzword. We construct AI merchandise and we anticipate our workforce to make use of AI instruments each day

We’re a workforce that believes in transparency, collaboration, and the concept one of the best work occurs when proficient folks genuinely take pleasure in working collectively. Top expertise, good vibes, no politics. If this function excites you however you don’t meet each qualification, we nonetheless encourage you to use. The views and experiences you deliver matter greater than checking each field.