Customer Service Systems Engineer

OpenAI; New York (NY); Hybrid; USD 100,000 - 130,000; Full time

Job summary

A leading company in AI is seeking a skilled Customer Service Systems Engineer to enhance customer support operations. This role involves designing scalable systems and collaborating with cross-functional teams to improve user experiences. Candidates should have extensive experience in Service Cloud development and strong problem-solving skills. Join us to leverage AI for exceptional customer service.

Qualifications

• 5+ years of experience in Service Cloud development.
• Proven track record of designing scalable solutions.

Responsibilities

• Architect and implement user experiences and automated processes.
• Design and develop technical solutions inside of Service Cloud.

Skills

Problem Solving

Project Management

Stakeholder Communication

Education

Salesforce Certifications

Tools

Apex

LWC

Flow

API

Service Cloud

SFDX CLI

Git

Bash

Node

Job description

About the team

OpenAI’s mission is to build safe artificial general intelligence (AGI) which benefits all of humanity. This long-term undertaking brings the world’s best scientists, engineers, and business professionals into one lab together to accomplish this.

In pursuit of this mission, our Revenue Operations team is responsible for equipping and enabling the Go To Market (GTM) organization to deliver exceptional customer experiences, including leveraging AI to address customer needs and drive operational efficiency. The team is made up of Sales, Solutions, Customer Success, Support, Marketing, and Partnership professionals who work together to bring AI to as many users as possible.

About the role

Our CX Systems team empowers the people who support our customers by leveraging cutting-edge technology to make their work faster, smarter, and more impactful. We help deliver the full potential of AI to the world.

We are seeking a highly skilled Customer Service Systems Engineer with advanced experience in Apex, LWC, Flow, and API development. In this role, you will design, build, and optimize scalable systems that power our end-to-end customer support operations.

You’ll work cross-functionally with customer service, operations, trust and safety, and other teams to define and implement scalable and repeatable solutions that enhance the user experience, helping to bring the benefits of AI to all humanity.

This role is based in our San Francisco or New York City office. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you'll:

• Work with the tech lead and cross functional stakeholders to architect and implement beautiful user experiences and scalable automated processes within the CS Systems and broader GTM Systems ecosystem.

• Design and develop technical solutions inside of Service Cloud and connected systems, using code and declarative automation.

• Serve as a technical advisor to stakeholders, cross-functional teams

• Ensure system reliability and performance by applying best practices in monitoring, automated testing, deployment, and incident response.

You might thrive in this role if you have:

• Proven track record of designing and implementing scalable solutions in fast-growing companies.

• 5+ years of experience in Service Cloud development with a focus on Apex, LWCs, and system integrations.

• Strong project management and stakeholder communication abilities. Excellent problem-solving and system architecture skills.

• Deep understanding of customer service systems processes and systems.

• Salesforce certifications (Platform Developer II, Salesforce Service Cloud Consultant, Platform App Builder, Application Architect) preferred.

• High degree of confidence in the SFDX CLI, git, and DevOps capacities; ability to write and debug scripts in Bash/Node

• Prior experience or familiarity in the AI industry

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

OpenAI Global Applicant Privacy Policy

At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.