AI Automation Engineer

About the Job

This is the horizontal role of the three Leads, and a standalone one same Lead level as the Support Operations Lead and Customer Success Lead, but leading a function, not a team. Where the Support Operations Lead owns support and the Customer Success Lead owns the customer journey, this Lead makes both run with less manual effort mapping their processes and automating them while owning installations and provisioning directly. What's already in place: an AI Tier 1 support layer that fronts all support, and early onboarding automation (e.g., the go-live billing hand-off). This role scales and deepens that across Operations. Flagship focus areas Customer Onboarding automate deal closed setup go-live: ticket creation, cross-system data sync, task orchestration, status tracking, and comms. (Partner: Customer Success Lead.) Installations & Provisioning turn manual setup and configuration into scripted, repeatable, and where possible self-service processes. Enhance the AI Support Layer our support already runs through an AI Tier 1 layer. Extend and improve it: better resolution and deflection, smarter routing, and readiness for the new web PMS (new content, new workflows, new edge cases). (Partner: Support Operations Lead.) What you'll do Set the automation & AI roadmap for Operations prioritizing opportunities with the Director and the two other Leads by impact. Map processes end-to-end and find where automation or AI fits. Build the automations yourself API integrations across HubSpot, Zendesk, and internal tools; scripts (PowerShell / Python); scheduled jobs; and native workflows (HubSpot, Zendesk, Power Automate). Automate installations scripted, templated, repeatable provisioning. Advance the existing AI Tier 1 layer improve resolution/deflection, tune routing, and extend its coverage as the new web PMS rolls out. Apply AI more broadly ticket triage/classification, data cleanup, drafting, and agent-style task automation using LLM tools (e.g., Claude). Own data & reporting make the impact visible: time saved, faster cycle times, fewer errors. Work safely dry-runs, staging, idempotency, documentation, and clean handoff to IT for production. Set the standard reusable patterns and lightweight governance so automations are reliable and maintainable, not one-off hacks Self-directed builder owns the roadmap and standards and executes them personally; comfortable being the sole driver of the function. Comfortable with REST APIs (auth, JSON, pagination, rate limits). Scripting in PowerShell and/or Python. Hands-on with a CRM or ticketing platform (HubSpot and/or Zendesk) and its automation tools. Experience building or tuning AI/LLM workflows (e.g., support automation, classification, agents). Process mapping sees where automation fits in a manual workflow. Solid data handling (CSV/Excel, matching/merging; SQL a plus). A test-first, careful mindset.

Desired Candidate Profile

Self-directed builder owns the roadmap and standards and executes them personally; comfortable being the sole driver of the function. Comfortable with REST APIs (auth, JSON, pagination, rate limits). Scripting in PowerShell and/or Python. Hands-on with a CRM or ticketing platform (HubSpot and/or Zendesk) and its automation tools. Experience building or tuning AI/LLM workflows (e.g., support automation, classification, agents). Process mapping sees where automation fits in a manual workflow. Solid data handling (CSV/Excel, matching/merging; SQL a plus). A test-first, careful mindset.