CXO Senior AI Automation Specialist

BILLcom; United States; Remote; USD 100,000 - 147,000; Full time

Benefits offered by this job

Remote-first culture

Office hubs in San Jose, CA and Draper

Health, dental, and vision plans

HSA and FSA accounts

Life and disability coverage

Employee assistance program

Employee stock purchase program

Wellness and fitness initiatives

Recognition and referral programs

Job summary

BILLcom is looking for a senior AI automation specialist to join a founding team within customer experience operations handling tens of thousands of monthly contacts across chat, phone, and email. The role builds agentic AI systems to automate manual work, surface risks before they escape, and give leaders visibility into operations.

You will define architecture, workflows, and culture rather than following an inherited playbook, partnering closely with CARE leaders, QA, advocacy, and WFM to

Qualifications

• 5+ years building and deploying production systems.
• 2+ years working with LLMs in production, including prompt configuration and tool use.
• Experience building LLM orchestration and integration layers connecting agents to business systems.
• Strong understanding of context engineering, routing logic, and retrieval pipelines at scale.
• Ability to measure operational reliability of AI systems against business outcomes.

Responsibilities

• Automate repetitive operational workflows across Slack and Salesforce at scale.
• Flag stalled handoffs, aged cases, SLA breach risks, and review transcripts to verify bots behave as expected.
• Deliver automated weekly and monthly BI covering site health, volume, SLA performance, and CES; detect escalation patterns.
• Build memory architecture combining staffing, feedback, transcripts, and agent activity to surface what happened and what is coming next.
• Connect and deploy orchestration layers to automate CX workflows and productize internal tools.

Skills

Python

LLMs in production

Prompt configuration

Tool integration

Memory management

SQL

Tools

MCP

RAG pipelines

Custom orchestration

Job description

Role overview

A senior AI automation specialist is needed to join a founding team inside customer experience operations that handles tens of thousands of monthly contacts across chat, phone, and email. The mandate is to build agentic AI systems that automate manual work, surface risks before they escape, and give leaders visibility into operations. The work involves defining architecture, workflows, and culture rather than following an inherited playbook, partnering closely with CARE leaders, QA, advocacy, and WFM.

Responsibilities

• Automate repetitive operational workflows such as CES reporting, QA transcript analysis, knowledge article maintenance, and SOP-driven case workflows, deploying standardized automations across Slack and Salesforce at scale.
• Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases, and review transcripts to verify bots behave as expected.
• Deliver automated weekly and monthly business intelligence covering site health, volume, SLA performance, and CES, and detect escalation patterns and repeat contacts.
• Build memory architecture that combines staffing, feedback, transcripts, and agent activity to surface what happened and what is coming next.
• Connect and deploy orchestration layers, including MCP and custom connectors, to automate CX workflows and productize internal tools.
• Measure operational reliability and system accuracy against business outcomes like contacts deflected, cost avoided, and hours saved, and design escalation patterns for human hand-off.
• Partner with the data team on structured data layers that keep AI outputs trustworthy.

Requirements

• 5+ years building and deploying production systems, with Python required and SQL strongly preferred.
• 2+ years working with LLMs in production, including prompt configuration, tool use, function calling, RAG pipelines, and agentic frameworks such as MCP or custom orchestration.
• Experience building LLM orchestration and integration layers that connect agents to business systems, including multi-step workflows, tool coordination, memory management, and error recovery.
• Strong understanding of context engineering, including structuring context, routing logic, and retrieval pipelines at scale.
• Ability to measure operational reliability of AI systems against business outcomes.
• Comfort with ambiguity and defining the approach rather than only implementing specifications.

Benefits and work setup

• Remote-first culture with office hubs available in San Jose, CA and Draper, UT. Benefits include 100% paid employee health, dental, and vision plans, HSA and FSA accounts, life and disability coverage, an employee assistance program, 11+ observed holidays plus wellness and flexible time off, an employee stock purchase program, wellness and fitness initiatives, and recognition and referral programs.
• Salary varies by zone, with posted ranges from roughly $99,800 to $146,800 USD depending on location.