Automation Engineer 3 – Technical Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 QA Automation Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• The AI Automation Engineer 3, Support Systems designs, builds, tests, and optimizes AI-driven support workflows across Forethought, Salesforce Service Cloud, Knowledge, Jira, and related support systems. • Improve customer experience by enabling faster, more accurate, and more effective AI-supported support interactions. • Increase automation effectiveness through higher AI resolution rates, better deflection outcomes, and reduced manual triage. • Strengthen support operations by improving routing accuracy, escalation handling, and safe human handoff behavior. • Enhance decision-making with measurable reporting and performance insights across AI workflows and support systems. • Help ensure scalable, governed, and production-ready AI automation through strong testing, auditability, and privacy-conscious controls. • 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. • Partner with Business Systems to 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 to validate 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 produce recurring reporting on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact. • Implement governance controls for privacy, sensitive data, CJI or 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 from idea to production.

🎯 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 with the ability to identify trends across case data, customer sentiment, support volume, and automation performance. • Strong QA mindset, including experience defining test cases, UAT plans, acceptance criteria, and release readiness. • Ability to document workflows, requirements, runbooks, and decision logic clearly for both technical and non-technical audiences. • Strong cross-functional communication skills and the ability to partner effectively with Support, Product, Engineering, Business Systems, and vendors. • Technical capability in Python, JavaScript, SQL, or analytics tools for coding, validation, reporting, and automation support. • 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.

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.