Remote AI Automation Architect for CX Ops

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

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