Responsibilities
- Lead deep technical discovery sessions with client experts to understand use cases and supporting systems
- Design and build AI agents and tools for automated customer experience tasks
- Build demo and pilot environments showcasing the Kustomer AI platform capabilities
- Guide clients through data integration activities
- Support Account Executive and SC teams in customer-facing pre-sales conversations
- Collaborate with Professional Services team members on customer onsite visits (up to 25% travel)
- Author documentation, best practice whitepapers, and client guidebooks for agentic tooling
- Collaborate internally with Product & Engineering to influence AI functionality direction
- Work with all levels of CX organization to ensure AI knowledge and best practices are communicated
Requirements
- Several years experience in engineering, architecture, or technical consulting, ideally in Enterprise B2C SaaS and Professional Services
- Proven track record in prompt engineering, building API integrations, and hands-on prototype development
- Ability to run effective customer discovery sessions and understand customer workflows and business processes
- Experience with machine learning concepts and ability to communicate value to diverse audiences
- Familiarity with Customer Experience and Customer Support space plus modern data stacks
- Comfortable discussing governance, security, and omnichannel delivery (email, voice, social, chat, bot, etc.)
- Proficiency in testing REST APIs (e.g., Postman) and ability to debug
- Strong presentation skills to explain complex ideas and guide stakeholders
- Curiosity and enthusiasm for exploring new technologies, tooling, and frameworks
Other Information
- Travel up to 25% onsite with Professional Services colleagues
- HIPAA Compliance applicable due to handling sensitive personal data
