AI Deployment Engineer

🕒 June 18

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Gladly

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Gladly is a customer service platform that centers on AI to enhance customer interactions. The platform offers an all-in-one solution with features like People Match®, real-time CSAT feedback, and personalized self-service options, integrating seamlessly with popular tools such as Shopify and Klaviyo. With a focus on enhancing efficiency and decreasing costs, Gladly supports communication across voice, email, SMS, and social media channels. Its AI-driven approach helps businesses drive revenue and promote customer satisfaction by prioritizing personal, lifelong conversations over traditional ticketing systems.

📋 Description

• Partner with customers to decompose ambiguous goals into concrete, buildable AI use cases, uncovering hidden complexity and edge cases along the way. • Determine whether the data a use case needs is available, identify the right APIs or MCP sources, and secure access. • Use Gladly’s CLI to register APIs on the App Platform, making customer data accessible to Gladly AI and agents. • Write app actions in JavaScript to condense large API payloads down to the fields the AI actually needs. • Build the workflows and guides that tell Gladly’s AI how to use that information and respond to the customer. • Own use cases end to end after launch: monitor performance, optimize, and build new use cases that lift assist and resolution rates. • Give proactive status updates to customers and the internal team, and partner with SAMs and Implementation Managers to keep goals and timelines aligned. • Participate in QBRs and EBRs to show progress and ensure customers are getting measurable value. • Partner with Solutions Engineering on pre-sales demos, and pull in Professional Services Engineering for the most complex custom work.

🎯 Requirements

• 3-5 years in a technical, customer-facing role such as technical account management, solutions or sales engineering, support engineering, professional services, or forward-deployed engineering, ideally in SaaS, AI, or CX technology. • Hands-on technical ability: you can read an API payload and write JavaScript to transform it, you understand REST APIs, JSON, and webhooks, and you are comfortable in a CLI. You build things yourself rather than handing them off. • Strong business analysis skills: you turn an ambiguous customer goal into clear requirements and a workable solution design. • Exceptional English communication (C1-C2 / business fluent), with the ability to explain complex technical concepts to non-technical stakeholders. • Genuine curiosity about AI and an aptitude for prompt engineering and workflow design. • Accountability and proactivity: you make commitments, keep them, communicate status without being asked, and thrive in ambiguity. • Based in Colombia, able to work core US business hours or with significant overlap. • CX, contact center, or CX SaaS background is a strong plus. Forward-deployed or deployment engineering experience at an AI company is a bonus.

🏖️ Benefits

• Competitive salaries, stock options, and comprehensive benefits • Generous paid time off, parental leave, and home office stipends • A fully remote work environment with opportunities for in-person team gatherings • A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive • A company where AI is not a buzzword. We build AI products and we expect our team to use AI tools daily