Customer AI & Automation Engineer

Vectra • Austin, TX

3d

About The Position

Vectra AI is building a proactive, intelligent customer experience model that combines human support with automated enablement. The Customer AI & Automation Engineer creates the technical foundation to make that model scalable, reliable, and measurable. This hands-on role designs, builds, tests, and operates workflows, integrations, and AI agents that support customer journeys across Salesforce, HubSpot, Pendo, enablement systems, and product signals.

The role supports Technical Account Managers, post-sales Sales Engineers, Professional Services, Technical Support, and Digital Success initiatives. It translates cross-functional requirements into customer lifecycle automation, connects customer and internal systems, and ensures production workflows are tested, observable, governed, and improved using feedback and usage data. The engineer also documents solutions and trains teams to use and maintain them.

Requirements

• Demonstrated experience designing, building, deploying, and operating production-scale AI agents using both OpenAI GPT and Anthropic Claude models.
• Hands-on experience selecting and orchestrating models for different tasks, including tool use, retrieval, structured outputs, workflow execution, evaluation, observability, permissions, and human escalation.
• Proven ability to move agents beyond prototype stage into reliable, governed enterprise use cases with measurable business outcomes.
• Experience building complex workflow automation and systems integrations in a customer-facing, revenue, marketing operations, customer operations, or product operations environment.
• Strong analytical and troubleshooting skills, including tracing customer outcomes through data, systems, workflow logic, and operational ownership.
• Disciplined approach to testing, data quality, permissions, exception handling, and change management.
• Ability to translate ambiguous business requirements into simple, scalable technical solutions and communicate clearly across technical and non-technical teams.
• Proficiency in Python or JavaScript/TypeScript and experience working with webhooks and structured data.
• Hands-on experience with prompt design and retrieval-augmented generation.

Nice To Haves

• Experience operating multi-model agent environments, including practical knowledge of GPT and Claude strengths, limitations, cost, latency, safety, and evaluation considerations.
• Experience with customer lifecycle, digital customer success, product-led growth, or customer marketing motions.
• Familiarity with customer health, telemetry, product usage, support, and enablement data.
• Experience working in B2B SaaS, cybersecurity, or another complex enterprise technology environment.
• Practical experience with Salesforce, HubSpot, Pendo, support platforms, CDPs or data warehouses, APIs, and automation tools.
• Familiarity with Jira, MuleSoft, Forethought, or comparable platforms.
• Understanding of technical account management, post-sales account management, implementation, and service delivery processes.

Responsibilities

• Build and maintain customer lifecycle workflows across HubSpot, Salesforce, Pendo, and connected customer systems.
• Design and operationalize AI agents for journey operations, signal detection, next-best-action recommendations, support guidance, and customer insight.
• Translate requirements from Lifecycle Strategy, Customer Success, Support, Sales Engineering, Product, Enablement, and Marketing into scalable automation and orchestration logic.
• Automate Technical Account Management activities, including account health preparation, technical success plan updates, recurring health checks, action tracking, and customer review preparation.
• Support post-sales Sales Engineering account management through technical account oversight, deployment and adoption reviews, product utilization analysis, technical risk identification, and customer-action follow-through.
• Streamline Professional Services processes, including onboarding, deployment planning, readiness checks, project updates, and delivery documentation.
• Improve Technical Support case triage, troubleshooting, knowledge retrieval, and resolution workflows.
• Build Digital Success workflows for scalable onboarding, adoption guidance, customer health monitoring, and proactive outreach.
• Develop integrations and data flows connecting customer, product, support, engagement, and enablement signals.
• Establish testing, QA, monitoring, exception handling, observability, and rollback procedures for automations and AI-enabled workflows.
• Create operational reporting on journey enrollment, workflow health, drop-offs, exceptions, adoption signals, and agent performance.
• Support the Customer Lifecycle Council with technical feasibility assessments, implementation estimates, and evidence about what is working or breaking.
• Map customer journeys and internal processes, including team handoffs, and prioritize use cases based on customer impact, effort saved, feasibility, and business value.
• Integrate knowledge platforms and internal product systems into agent workflows using APIs and orchestration tools.
• Define operational ownership and human approval steps for agent actions, supported by audit trails and data protection controls.
• Improve production workflows using feedback and usage data; document solutions and train teams to use and maintain them.

Benefits

• Competitive base pay and incentive plan eligibility.
• Participation in the employee equity plan (stock options).
• Health care insurance.
• Income protection and life insurance.
• Access to retirement savings plans.
• Behavioral and emotional wellness services.
• Generous time away from work.
• Employee recognition program.

What This Job Offers

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