Remote AI Automation Lead, CX Orchestration & Workflows

Hidden Jobs; United States; Remote; USD 100,000 - 146,000; Full time

Benefits offered by this job

Health coverage

Stock purchase program

Wellness initiatives

Flexible time off

Job summary

Hidden Jobs is seeking a senior AI automation specialist to join the founding team within customer experience operations handling thousands of monthly contacts across chat, phone, and email. You will design architecture, workflows, and culture to automate manual work and surface risks, partnering with CARE leaders, QA, advocacy, and WFM.

The role focuses on automating workflows, building memory and orchestration layers, and delivering BI on site health, volume, and SLA performance.

Qualifications

• 5+ years building and deploying production systems; Python required and SQL preferred.
• 2+ years with LLMs in production; includes prompt config, tool use, and RAG pipelines.
• Experience building LLM orchestration and integration layers connecting agents to business systems.
• Strong context engineering for routing, retrieval, and scale.
• Ability to measure AI reliability against business outcomes.
• Comfort with ambiguity and defining approach beyond specs.

Responsibilities

• Automate repetitive operational workflows across Slack and Salesforce at scale.
• Flag stalled handoffs, aged cases, SLA breach risks; review transcripts to ensure bots perform correctly.
• Deliver automated weekly and monthly BI on site health, volume, SLA, CES, and escalation patterns.
• Build memory architecture combining staffing, transcripts, and agent activity to surface past and future events.
• Connect and deploy orchestration layers to automate CX workflows and productize internal tools.
• Measure operational reliability and system accuracy against business outcomes; design escalation for human hand-off.
• Partner with the data team on structured data layers to keep AI outputs trustworthy.

Skills

Python programming

SQL knowledge

LLM orchestration

Context engineering

Problem solving

Tools

Slack

Salesforce

MCP

Job description

Hidden Jobs is seeking a senior AI automation specialist to join the founding team within customer experience operations handling thousands of monthly contacts across chat, phone, and email. You will design architecture, workflows, and culture to automate manual work and surface risks, partnering with CARE leaders, QA, advocacy, and WFM.

The role focuses on automating workflows, building memory and orchestration layers, and delivering BI on site health, volume, and SLA performance.