Web Experience Manager

AI Chopping Block; Colombia; Presencial; USD 40.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Fully remote

Generous paid time off

Descripción de la vacante

Gladly is seeking an experienced AI Deployment Engineer to design AI use cases, implement integrations, and optimize deployment outcomes for top brands.

You will build workflows, write JavaScript actions, and ensure your solutions scale across customer environments. This role blends deep technical work with customer-facing responsibilities in a fast-paced SaaS setting, enabling measurable improvements in AI-driven CX.

Formación

• 3–5 years in a technical, customer-facing role in SaaS, AI, or CX tech.
• Hands-on ability to read API payloads and write JavaScript.
• Strong business analysis to turn goals into requirements.
• Excellent English communication (C1-C2).

Responsabilidades

• Design AI use cases and integrations; optimize for higher resolution rates.
• Build workflows and guides to instruct the AI.
• Own use cases end-to-end after launch; monitor and enhance performance.
• Collaborate with pre-sales and cross-functional teams on demos.
• Participate in QBRs/EBRs to show progress and value.

Conocimientos

Technical account management

Solutions engineering

Sales engineering

Customer-facing engineering

English communication

Prompt engineering

Workflow design

Herramientas

REST APIs

JSON

CLI

JavaScript

Descripción del empleo

About Gladly

For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world's most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.

At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, this is a team where your work has real impact at scale. Learn more at www.gladly.ai.

The Team

The AI Deployment Engineering team is the tip of the spear for every new AI rollout at Gladly, working hands-on with our most strategic customers to implement, optimize, and expand their use of our AI. The culture is collaborative and experimental: we solve hard problems together, so this is no place for a lone wolf. You will report to the Manager of AI Delivery and partner closely with Implementation Managers, Professional Services Engineering, and Solution Engineering.

The Opportunity

This role puts you at the center of how Gladly’s top brands adopt AI. You will design AI use cases, build the integrations and workflows behind them, and continuously optimize for the highest possible resolution rates. The goal is simple and high-stakes: help customers automate more of their customer experience, reduce handle time, and get measurably more value from Gladly’s AI all while building end consumer devotion.

You are technical enough to build on your own and polished enough to lead the customer conversation. You can decompose a vague request into a concrete plan, connect the APIs, write the actions, workflows and guides that make the AI useful, and explain it all back to the customer in plain language. You hold yourself accountable, communicate proactively, and are energized by ambiguity and new technology.

Because this is an emerging discipline, you will help write Gladly’s playbook for what a great AI deployment looks like. It is highly technical and highly customer-facing, and that balance is exactly what makes it work.

We’re looking for someone with a passion for working directly with APIs, java script and AI the curiosity to solve complex problems, and the initiative to thrive in a fast-paced SaaS environment.

What You’ll Do

Solution Design & Business Analysis

• Partner with customers to decompose ambiguous goals into concrete, buildable AI use cases, uncovering hidden complexity and edge cases along the way.
• Determine whether the data a use case needs is available, identify the right APIs or MCP sources, and secure access.

Integration & Technical Build

• Use Gladly’s CLI to register APIs on the App Platform, making customer data accessible to Gladly AI and agents.
• Write app actions in JavaScript to condense large API payloads down to the fields the AI actually needs.
• Build the workflows and guides that tell Gladly’s AI how to use that information and respond to the customer.

Optimization & Customer Success

• Own use cases end to end after launch: monitor performance, optimize, and build new use cases that lift assist and resolution rates.
• Give proactive status updates to customers and the internal team, and partner with SAMs and Implementation Managers to keep goals and timelines aligned.
• Participate in QBRs and EBRs to show progress and ensure customers are getting measurable value.

Pre-Sales & Cross-Functional Partnership

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

What We’re Looking For

• 3-5 years in a technical, customer-facing role such as technical account management, solutions or sales engineering, support engineering, professional services, or forward-deployed engineering, ideally in SaaS, AI, or CX technology.
• Hands‑on technical ability: you can read an API payload and write JavaScript to transform it, you understand REST APIs, JSON, and webhooks, and you are comfortable in a CLI. You build things yourself rather than handing them off.
• Strong business analysis skills: you turn an ambiguous customer goal into clear requirements and a workable solution design.
• Exceptional English communication (C1‑C2 / business fluent), with the ability to explain complex technical concepts to non‑technical stakeholders.
• Genuine curiosity about AI and an aptitude for prompt engineering and workflow design.
• Accountability and proactivity: you make commitments, keep them, communicate status without being asked, and thrive in ambiguity.
• Based in Colombia, able to work core US business hours or with significant overlap.
• CX, contact center, or CX SaaS background is a strong plus. Forward-deployed or deployment engineering experience at an AI company is a bonus.

Salary for this role:$40,000 - $54,000 USD (may be paid in USD or COL pesos, depending on COR or EOR contract options - but this is a full‑time opportunity)

The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly’s bonus plan for eligible roles. In addition to cash compensation, all Gladly’s employees are eligible to participate in Gladly’s equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job‑related reasons.

Why Join Gladly?

Gladly is redefining customer experience AI; we’re designed for devotion, not deflection. We put people at the center of everything we build, from our platform to our culture. When you join us, you’ll enjoy:

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in‑person team gatherings
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
• A company where AI is not a buzzword. We build AI products and we expect our team to use AI tools daily

We’re a team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together. Top talent, good vibes, no politics. If this role excites you but you don't meet every qualification, we still encourage you to apply. The perspectives and experiences you bring matter more than checking every box.