Internal Systems Engineer (Applied AI)

impact.com; United States; On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Office-only catered lunch every Thursday

Flexible spending accounts and 401(k)

Responsible PTO policy for work-life balance

Health and Wellness benefits covering therapy sessions

Learning benefits with Coursera subscription

Parental leave: 26 weeks primary caregiver

Technology stipend for home office setup

Job summary

impact.com is seeking an Internal Systems Engineer (Applied AI) to enhance customer operations by building AI-powered tools and integrating internal software. The role involves collaborating with stakeholders and developing automation solutions.

Ideal candidates will have experience with Freshdesk, customer support tools, and an understanding of AI systems. The position offers a competitive salary and a variety of benefits aimed at work-life balance and personal growth.

Qualifications

• Experience building custom apps or integrations for Freshdesk or similar enterprise systems.
• Experience working in or building tools for Customer Support, Success, or Onboarding teams.
• Proven experience taking automation projects from concept to deployment within a large organization.

Responsibilities

• Integrate applied AI into workflows using modern frameworks.
• Create templates and infrastructure for agent platform.
• Develop and maintain apps such as custom FreshDesk widgets.

Skills

Experience building custom apps or integrations for Freshdesk

Background in Customer Support, Success, or Onboarding

Experience integrating with knowledge base platforms

Taking automation projects from concept to deployment

Building internal platforms or developer tools

Monitoring and observability for AI systems

Exposure to AI tools and platforms

Job description

Overview

About Impact.com impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products – Performance (affiliate), Creator (influencer), and Advocate (customer referral) – unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands – including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics – rely on impact.com to power more than 350,000 partnerships that deliver measurable business results.

Your Role at impact.com

Reporting to the Manager of Customer Operations Systems, the Internal Systems Engineer (Applied AI) is a specialized, high-impact builder role dedicated to supercharging our Customer Operations teams (Support, Success, Onboarding, Implementation). This is a highly practical, application-focused engineering position instrumental to our AI transformation. You will spend your time across three types of work: building AI-powered tools and agents, building and maintaining a shared agent platform, and building robust internal software, integrations, and automations.

Responsibilities

• Building AI-powered tools and agents: integrate applied AI into workflows using modern frameworks, consult with business stakeholders on logic and prompts, and own agentic workflows and tools. Example projects include an AI-powered QA and training tool with a RAG component for new support agents, architecting agentic onboarding workflows, or a FreshDesk integration that suggests draft responses to tickets.
• Building and maintaining a shared agent platform: create templates, approved patterns, and deployment infrastructure that enable people across Customer Operations to build their own agents without hosting, monitoring, or API connectivity concerns.
• Building robust internal software, integrations, and automations: develop and maintain apps such as custom FreshDesk widgets, owning the full lifecycle from building to hosting, monitoring, maintaining, and retiring them when needed.

What You Bring

• Experience building custom apps or integrations for Freshdesk (or similar enterprise ticketing systems like Zendesk/Jira).
• Background working in or building tools for Customer Support, Customer Success, or Onboarding teams.
• Experience integrating with knowledge base platforms (like Gitbook or similar documentation sites).
• Proven experience taking automation projects from concept to deployment within a large, complex organization.
• Experience building internal platforms or developer tools that other teams use to self-serve.
• Experience with monitoring and observability for AI systems in production.
• Relentless tinkerer with exposure to AI tools and platforms.

What You'll Do Next

We are looking for a highly motivated, thoughtful builder who wants to leverage applied AI daily and collaborate with non-technical stakeholders to deliver scalable solutions. This role emphasizes curiosity, process-obsession, and action orientation, and it suits someone who enjoys exploring tools and workflows to automate and improve operations.

Salary

$140,000.00 - $160,000.00 per year, plus an additional 5% variable annual bonus contingent on Company performance and eligibility for a Restricted Stock Unit (RSU) grant.

Benefits and Perks

• Medical, Dental, and Vision insurance
• Office-only catered lunch every Thursday, healthy snacks, and great coffee
• Flexible spending accounts and 401(k)
• Flexible Working: Responsible PTO policy for work-life balance
• Health and Wellness: up to 12 therapy/coaching sessions per year (fully covered) with dependent coverage; gym reimbursement
• RSUs as part of total compensation with a 3-year vesting schedule (pending Board approval)
• Learning benefits: Coursera subscription and PXA courses
• Parental leave: 26 weeks primary caregiver, 13 weeks secondary caregiver
• Technology stipend for home office setup and internet allowance

impact.com is proud to be an equal-opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.