Sr. AI Automation Specialist- CXO

BILL; United States; On-site; USD 120,000 - 190,000; Full time

Job summary

BILL in the United States is standing up a founding CXO team to build agentic AI systems that automate manual work, catch issues early, and give leaders visibility into operations. You'll shape architecture, workflows and culture from the ground up, collaborating with CARE, QA, Advocacy and WFM to decide what to automate and to validate it works at scale.

This role blends automation, analytics and product mindset to deliver reliable CX tooling across Slack and Salesforce while enabling

Qualifications

• Experience scaling AI-driven CX workflows.
• Ability to partner with data teams for structured data layers.
• Experience building tooling for non-technical users.

Responsibilities

• Automate repetitive operational workflows across Slack and Salesforce.
• Flag escalations and ensure bots behave as intended using transcripts.
• Deliver automated BI on site health, volume, and SLA with weekly/monthly cadence.
• Build memory architectures linking staffing, transcripts, and agent work.

Skills

Automation

Operations analytics

Slack

Salesforce

Data storytelling

Tools

Salesforce integrations

DevRev

Cresta

knowledge management systems

dbt

Redshift

Trino

Job description

Make your impact within a growing Fintech Company

Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. We support SMB, mid-market, and enterprise customers with a mix of internal and BPO teams across four countries.

We're standing up a new team inside CXO focused on building agentic AI systems that automate manual work, catch things before they fall through cracks, and give leaders visibility into their operations. The work isn't new. We've been building AI tools and delivering value ad hoc, but now it's our mandate.

This is a founding team. You'd be shaping the architecture, the workflows, and the culture from the ground up. There's existing work to build on, but no inherited playbook to follow. You'll work directly with CARE leaders, QA, Advocacy, and WFM to identify what to automate and validate that it's working.

In this role, you will:

• Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, SOP-driven case workflows. Deploy standardized automations across Slack and Salesforce at scale.
• Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems. Review DevRev/Cresta transcripts to ensure bots are behaving as expected.
• Give leaders self-serve access to data and insights. Deliver automated weekly/monthly business intelligence on cadence (site health, volume, SLA, CES). Detect escalation patterns and repeat contacts that nobody is connecting the dots on.
• Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale. Know what happened last week and what's coming next.

You will also:

• Connect and deploy orchestration layers (MCP, custom connectors) to automate CX business workflows and productize internal tools
• Measure operational reliability and system accuracy to ensure business metrics are being achieved: contacts deflected, cost avoided, hours saved. Design escalation patterns so the system knows when to surface to a human.
• Partner with the data team on structured data layers that keep AI outputs trustworthy. Productize what works so it scales across the org.

We'd love to chat if you have:

Bonus points if you also have:

• Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems)
• Data modeling or analytics background (dbt, Redshift, Trino)
• Experience building tools for non-technical end users

Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.