Automation Engineer 1 - Technical Support

Granicus; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

Granicus is seeking an AI Automation Engineer 3, Support Systems to design, build, test, and optimize AI-driven support workflows across Forethought, Salesforce Service Cloud, Knowledge, Jira, and related platforms. This role aims to increase AI resolution, improve deflection, and reduce manual triage while ensuring governance and measurable outcomes.

You will collaborate with cross-functional teams, connect AI outputs to Salesforce data, create API-based workflows, and develop test sets with

Qualifications

• Experience with Salesforce Service Cloud and AI-enabled workflows.
• Experience building or supporting automations and integrations.
• Strong QA mindset with test planning and release readiness.

Responsibilities

• Improve customer experience by enabling faster AI-supported support interactions.
• Increase automation effectiveness through higher AI resolution and better deflection.
• Strengthen support operations with accurate routing and safe handoff.
• Create and configure API-based workflows and low-code automations.
• Partner with multiple teams to move AI initiatives to production.
• Develop test sets and UAT plans to validate AI responses.

Skills

Salesforce Service Cloud

AI agents & LLM workflows

APIs & webhooks

Python/JavaScript/SQL

Cross-functional communication

Tools

Forethought

Salesforce

Low-code automations

API integrations

Job description

The Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve-driving meaningful change for communities around the globe. Want to know more? See more of what we do here.

Job Summary Summary Description

The AI Automation Engineer 3, Support Systems designs, builds, tests, and optimizes AI-driven support workflows across Forethought, Salesforce Service Cloud, Knowledge, Jira, and related support systems. This role helps increase AI resolution, improve deflection, reduce manual triage, strengthen routing accuracy, and enhance customer experience through reliable, governed, and measurable AI automation.

What Your Impact Will Look Like

• Improve customer experience by enabling faster, more accurate, and more effective AI-supported support interactions.
• Increase automation effectiveness through higher AI resolution rates, better deflection outcomes, and reduced manual triage.
• Strengthen support operations by improving routing accuracy, escalation handling, and safe human handoff behavior.
• Enhance decision-making with measurable reporting and performance insights across AI workflows and support systems.
• Help ensure scalable, governed, and production-ready AI automation through strong testing, auditability, and privacy-conscious controls.
• Design AI agents and workflows for intake, triage, routing, case qualification, resolution, escalation, and customer updates.
• Build, test, and continuously improve Forethought Autoflows, intents, fallback logic, Solve, Triage, Assist, Discover, and Agent QA use cases.
• Partner with Business Systems to connect AI outputs to Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting.
• Create and configure API-based workflows, webhooks, Salesforce Flows, low-code automations, and system integrations.
• Develop test sets and UAT plans to validate AI responses, routing accuracy, grounding, customer experience, and safe handoff behavior.
• Analyze case data, customer sentiment, fallback patterns, and AI failures to identify knowledge gaps and automation opportunities.
• Monitor AI performance and produce recurring reporting on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact.
• Implement governance controls for privacy, sensitive data, CJI or CJIS risk signals, auditability, human handoff, and rollback readiness.
• Partner with Support, Support Operations, Product, Engineering, Customer Success, Business Systems, Knowledge, and vendors to move AI initiatives from idea to production.

Knowledge / Skills / Abilities

• Working knowledge of Salesforce Service Cloud, including cases, queues, fields, flows, statuses, reports, and user permissions.
• Understanding of AI agents, LLM workflows, prompt behavior, grounding, fallback logic, testing, and production monitoring.
• Hands-on experience with APIs, webhooks, workflow automation, and low-code or pro-code integration patterns.
• Strong analytical skills with the ability to identify trends across case data, customer sentiment, support volume, and automation performance.
• Strong QA mindset, including experience defining test cases, UAT plans, acceptance criteria, and release readiness.
• Ability to document workflows, requirements, runbooks, and decision logic clearly for both technical and non-technical audiences.
• Strong cross-functional communication skills and the ability to partner effectively with Support, Product, Engineering, Business Systems, and vendors.
• Technical capability in Python, JavaScript, SQL, or analytics tools for coding, validation, reporting, and automation support.
• Experience building or supporting automations, integrations, AI workflows, support systems, or customer operations platforms.
• Experience with Forethought or comparable AI customer support platforms.
• Experience with Sales

Experience/Credentials:

• Experience building or supporting automations, integrations, AI workflows, support systems, or customer operations platforms.
• Experience with Forethought or comparable AI customer support platforms.
• Experience with Sales