AI Solutions & Automation Engineer

Panda Technology; Jacksonville (FL); On-site; USD 120,000 - 170,000; Full time

Job summary

Panda Technology, based in Jacksonville, FL, seeks a hands-on leader to drive AI strategy for internal operations and client-facing services. You’ll scope projects, build initial versions, and decide on scaling.

You will improve service desk workflows, integrate Autotask automations, and design AI-enabled offerings while navigating HIPAA compliance for healthcare clients.

Qualifications

• Hands-on experience building or implementing automation or AI-powered tools.
• Experience in MSPs/IT services or a service desk environment; comfort with PSA/RMM tools.
• Ability to explain technical concepts to engineers and non-technical stakeholders.
• Adequate compliance awareness for healthcare data handling.

Responsibilities

• Identify AI/automation opportunities to improve service desk workflows (routing, triage, escalation, reporting).
• Build practical automations with PSA/ticketing data (Autotask) and pilot tools with operations leadership.
• Design AI-enabled service offerings with operations, account management, and sales teams.
• Navigate HIPAA and data-privacy considerations in client engagements.
• Act as a credible technical voice in client conversations about tools and costs.

Skills

Automation tooling

IT services industry

PSA/RMM familiarity

Regulatory awareness

Effective communication

Delivery track record

Tools

Autotask

Microsoft Copilot

Low-code platforms

Job description

About the role

Panda Technology is looking for someone to lead our AI strategy on two fronts: inside the company, and out with our clients. Internally, you'll find and build the automation and AI tools that make our service desk and operations teams faster and sharper. Externally, you'll help our healthcare and business clients understand what AI can actually do for them, and turn that into new services we can deliver.

This is a hands-on role, not a pure strategy seat. We need someone who can scope a project, build or configure the first version themselves, and then figure out if it’s worth scaling.

What you'll do

Internal operations

• Identify where AI and automation can improve our service desk workflows: ticket routing and triage, escalation prediction, reporting, and dashboarding
• Work directly with our PSA/ticketing data (Autotask) to build practical automations, not just proofs of concept
• Partner with service operations leadership to pilot tools, measure results, and roll out what works without disrupting day-to-day support
• Train L1/L2 staff on any new tools or workflows, and make sure adoption actually happens

Client-facing work

• Assess client environments and identify realistic opportunities for AI adoption (e.g., Microsoft Copilot, automation, AI-assisted security tooling)
• Design AI-enabled service offerings, in partnership with the operation, account management and sales team
• Navigate compliance and data-privacy questions thoughtfully, especially for healthcare clients where HIPAA is a real constraint, not an afterthought
• Serve as a credible technical voice in client conversations: someone who can explain what a tool does, what it costs, and where the risk

What we're looking for

• Hands-on experience building or implementing automation, scripting, or AI-powered tools, not just familiarity with AI products
• Experience in or with MSPs, IT services, or a service desk environment; comfort with PSA/RMM tools is a strong plus
• Enough compliance awareness to work responsibly with healthcare clients and their data
• Strong communication skills; you can explain a technical idea to both an engineer and a client's office manager
• A track record of shipping something real, even small, rather than just proposing frameworks
• Comfort with ambiguity: this role is being built as it goes, and you'll help shape it

Nice to have

• Experience with Microsoft 365 Copilot, low-code/no-code automation platforms, or similar tools
• Prior work in healthcare IT or another regulated industry
• Change management experience, since a lot of this role is getting people to actually use new tools