Application Engineer

Pearl Certification

36d • $100,000 - $150,000 • Remote

About The Position

The Application Engineer administers and extends the platforms Customer Operations uses to serve customers: the CRM, the contact center, and the AI agents that support them. This position exists so that Customer Operations can configure, connect, and automate its own systems directly, rather than submitting a request and waiting on the product roadmap for routine changes. The role sits between operations and technology. It does not build or own production software. It administers the platforms our team already runs, connects them using available APIs and integration tooling, and applies practical AI automation to reduce repetitive manual work across the team.

Requirements

• Administer and configure the CRM platform, including objects and properties, workflows and automation, user permissions, data quality, and standard integrations.
• Implement business requested changes without requiring outside development support.
• Administer the contact center stack across voice, chat, email, and ticketing.
• Configure routing rules, escalation paths, SLA logic, queues, and business hours.
• Maintain phone and messaging configuration.
• Configure, tune, and maintain the AI voice and chat agents that handle customer interactions.
• Maintain prompts, knowledge sources, and connected actions.
• Review live sessions, identify where agents are performing poorly, and correct them.
• Build practical automations using current AI and agent tooling to reduce repetitive operational work such as data preparation, ticket triage, routine reporting, and content generation.
• Prioritize reliability and maintainability over sophistication.
• Connect Customer Operations’ platforms to one another and to the organization’s other systems using available APIs, native connectors, and integration tooling.
• Monitor those connections, and diagnose and resolve failures when data does not flow correctly.
• Document how our team’s systems are configured and how they connect.
• Train team members on the tools and maintain runbooks so that configuration knowledge does not sit with a single person.
• Regular self education on CRM, contact center, and AI agent tooling

Nice To Haves

• Evaluate new tools and make recommendations to the Director of Customer Experience and the Revenue Operations Manager
• Support testing of new platform features and releases that affect Customer Operations systems
• Participate in customer and agent conversations to inform configuration priorities

Responsibilities

• Administer and configure the CRM platform, including objects and properties, workflows and automation, user permissions, data quality, and standard integrations. Implement business requested changes without requiring outside development support.
• Administer the contact center stack across voice, chat, email, and ticketing. Configure routing rules, escalation paths, SLA logic, queues, and business hours. Maintain phone and messaging configuration.
• Configure, tune, and maintain the AI voice and chat agents that handle customer interactions. Maintain prompts, knowledge sources, and connected actions. Review live sessions, identify where agents are performing poorly, and correct them.
• Build practical automations using current AI and agent tooling to reduce repetitive operational work such as data preparation, ticket triage, routine reporting, and content generation. Prioritize reliability and maintainability over sophistication.
• Connect Customer Operations’ platforms to one another and to the organization’s other systems using available APIs, native connectors, and integration tooling. Monitor those connections, and diagnose and resolve failures when data does not flow correctly.
• Document how our team’s systems are configured and how they connect. Train team members on the tools and maintain runbooks so that configuration knowledge does not sit with a single person.
• Evaluate new tools and make recommendations to the Director of Customer Experience and the Revenue Operations Manager
• Support testing of new platform features and releases that affect Customer Operations systems
• Participate in customer and agent conversations to inform configuration priorities
• Regular self education on CRM, contact center, and AI agent tooling

Benefits

• Medical, vision and dental coverage provided at no cost for employees and their families (with an option to purchase upgraded coverage at a minimal cost to employee)
• FSA, HSA, and dependent care accounts
• Life insurance coverage
• Employer paid cell phone service
• 401(k) with employer match up to 4%
• Stock options
• 15 vacation days during the calendar year, plus holidays (including the week between Christmas and New Year’s Day), a floating holiday for your birthday, sick days, and paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed