CRM & AI Automation Engineer — Remote

Pearl

United States

Remote

USD 90,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Remote work within the U.S.

Stock options

401(k) with employer match

Health, vision and dental coverage

Job summary

Pearl is a remote-first company building the Pearl SCORE™ platform for home performance. The Application Engineer role sits between operations and technology, administering the platforms used by Customer Operations to serve customers, including CRM, contact center, and AI agents.

This position emphasizes configuration, connectivity, and practical automation. You will configure and tune CRM and contact center tools, manage integrations via APIs, review agent performance, and document runbooks for

Qualifications

Hands-on experience administering a CRM platform (HubSpot preferred; Salesforce, Dynamics, or similar acceptable).
Hands-on experience administering a contact center or helpdesk platform across voice, chat, and ticketing.
Familiarity with APIs and how systems connect, including the ability to read API documentation, configure and test an integration, and troubleshoot when data does not flow correctly.
Working familiarity with AI agents and large language model tools, including configuring agents, writing and refining prompts, connecting agents to knowledge sources and actions, and assessing output quality.
Basic agentic automation capability, able to build and maintain practical automations using current AI tooling and low code or light scripting approaches.
Comfortable working with non deterministic AI output and testing for reliability rather than expecting exact repeatability.
Able to translate a business requirement into a working system configuration.
Strong troubleshooting skills across connected systems.
Clear communication with non technical stakeholders.
Organized, able to manage a queue of requests and prioritize independently

Responsibilities

CRM Administration: Administer and configure the CRM platform, including objects and properties, workflows and automation, user permissions, data quality, and standard integrations. Implement business requested changes without requiring outside development support.
Contact Center Administration: Administer the contact center stack across voice, chat, email, and ticketing. Configure routing rules, escalation paths, SLA logic, queues, and business hours. Maintain phone and messaging configuration.
Conversational AI Configuration: Configure, tune, and maintain the AI voice and chat agents that handle customer interactions. Maintain prompts, knowledge sources, and connected actions. Review live sessions, identify where agents are performing poorly, and correct them.
Agentic Automation: Build practical automations using current AI and agent tooling to reduce repetitive operational work such as data preparation, ticket triage, routine reporting, and content generation. Prioritize reliability and maintainability over sophistication.
Integrations and Data Flow: Connect Customer Operations’ platforms to one another and to the organization’s other systems using available APIs, native connectors, and integration tooling. Monitor those connections, and diagnose and resolve failures when data does not flow correctly.
Documentation and Enablement: Document how our team’s systems are configured and how they connect. Train team members on the tools and maintain runbooks so that configuration knowledge does not sit with a single person.