Automation Engineer 1 – Technical Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 QA Automation Engineer

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Design AI agents and workflows for intake, triage, routing, case qualification, resolution, escalation, and customer updates • Build, test, and continuously improve Forethought Autoflows, intents, fallback logic, Solve, Triage, Assist, Discover, and Agent QA use cases • Connect AI outputs to Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting • Create and configure API-based workflows, webhooks, Salesforce Flows, low-code automations, and system integrations • Develop test sets and UAT plans for AI responses, routing accuracy, grounding, customer experience, and safe handoff behavior • Analyze case data, customer sentiment, fallback patterns, and AI failures to identify knowledge gaps and automation opportunities • Monitor AI performance and report on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact • Implement governance controls for privacy, sensitive data, CJI/CJIS risk signals, auditability, human handoff, and rollback readiness • Partner with Support, Support Operations, Product, Engineering, Customer Success, Business Systems, Knowledge, and vendors to move AI initiatives into production • Preserve the confidentiality, integrity, and availability of company information assets and ensure employee and customer data privacy

🎯 Requirements

• Working knowledge of Salesforce Service Cloud, including cases, queues, fields, flows, statuses, reports, and user permissions • Understanding of AI agents, LLM workflows, prompt behavior, grounding, fallback logic, testing, and production monitoring • Hands-on experience with APIs, webhooks, workflow automation, and low-code or pro-code integration patterns • Strong analytical skills across case data, customer sentiment, support volume, and automation performance • Experience defining test cases, UAT plans, acceptance criteria, and release readiness • Ability to document workflows, requirements, runbooks, and decision logic for technical and non-technical audiences • Strong cross-functional communication and partnership skills • Technical capability in Python, JavaScript, SQL, or analytics tools • Experience building or supporting automations, integrations, AI workflows, support systems, or customer operations platforms • Experience with Forethought or comparable AI customer support platforms • Experience with Salesforce Flow, Apex, MuleSoft, external services, or similar integration frameworks • Experience with Jira workflows, bug intake, product escalation, and engineering handoff processes • Experience with knowledge management, KCS, support content quality, or self-service optimization • Experience in SaaS technical support, customer support operations, or contact center technology • Familiarity with privacy, compliance, sensitive data handling, or CJIS-related control concepts • No degree requirement for most roles; applicants are encouraged to apply even without every listed skill or experience

🏖️ Benefits

• Remote work / remote-first company • Employee Resource Groups • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting • Special guest sessions addressing issues impacting employees