Service Platform Engineer AI & Automation

Dutch Bros Coffee•Phoenix, AZ

2d•Hybrid

About The Position

At Dutch Bros, technology exists for one reason: to make it easier for our people to do what they do best—create meaningful connections and serve others with speed, quality, and a whole lot of energy. As a Service Platform Engineer – AI & Automation, you’ll design, build, and continuously improve the technology that powers the employee support experience, ensuring our Broistas, shop teams, and corporate partners get the help they need fast—so they can stay focused on the people in front of them. This is an automation-first, AI-forward role. You’ll put AI agents, conversational self-service, intelligent workflows, and smart integrations to work eliminating friction and manual effort across the support experience. Working closely with business partners, you’ll turn repetitive tickets into automated resolutions, slow processes into instant answers, and reactive support into proactive, predictive service. Success here takes curiosity, a continuous improvement mindset, and a passion for using technology to remove friction. Every enhancement you ship should make it easier for our Broistas and support teams to deliver the one-of-a-kind Dutch Bros experience—and help the platform grow right alongside the company.

Requirements

Bachelor’s degree in a related field, preferred
3+ years of experience administering or engineering enterprise service platforms such as Zendesk, ServiceNow, Freshservice, Jira Service Management, or similar.
Hands-on experience implementing AI capabilities in a service context—virtual agents, AI-powered triage, agent assist, generative AI workflows, or similar.
Experience designing workflows, automations, integrations, and business process improvements.
Experience with APIs, scripting, or low-code/no-code automation platforms (e.g., Workato, Power Automate, Zapier, or platform-native tools).
Working knowledge of ITIL and modern service management principles.
Strong analytical and problem-solving skills with a continuous improvement mindset.
Excellent communication and collaboration skills with technical and non-technical stakeholders.
Ability to translate business needs into scalable platform and AI solutions.
Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions.
Must be able to collaborate in-person with occasional impromptu in-person meetings
Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels
Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches.
Must be able to occasionally move or lift office items up to 25 pounds
Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.
Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.
Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.
Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software.
Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.

Nice To Haves

Ability to deliver best in class service excellence through proactive resolution, and user focused platform design
Skilled in aligning platform capabilities to organizational objectives, improving efficiency, and enabling operational excellence
Excellent ability to engage stakeholders across multiple business units, gather requirements, and present solutions clearly to both technical and non-technical audiences
Backlog Management
Effective Prioritization
Delivery

Responsibilities

AI & Intelligent Automation: Lead the charge in identifying and eliminating manual work through AI agents, intelligent automation, and self-service experiences.
Design and deploy conversational AI and virtual agent experiences that resolve common requests instantly—no waiting, no friction.
Build intelligent triage, routing, and resolution workflows that use AI to get issues to the right place (or solve them outright) the first time.
Apply AI-assisted capabilities—summarization, knowledge generation, agent assist, and predictive insights—to make support teams faster and sharper.
Champion responsible AI practices: governance, accuracy, and trust in every AI-driven experience.
Stay ahead of the curve on emerging AI capabilities and bring practical, high-impact ideas to the table.
Platform Engineering & Optimization: Own the administration, optimization, and continuous evolution of the enterprise service platform.
Design workflows, forms, automations, and business rules that improve operational efficiency.
Build and maintain integrations and APIs that connect the service platform to the broader technology ecosystem.
Ensure platform health, reliability, scalability, and governance through proactive management.
Service Excellence: Enable and mature Incident, Request, Problem, Change, and Knowledge Management practices—with automation built in by default.
Continuously improve the employee support experience by reducing friction, simplifying interactions, and ensuring technology enables—not interrupts—the work happening in our shops and support centers.
Use data and employee feedback to drive platform enhancements.
Analytics & Continuous Improvement: Develop dashboards and reporting that turn platform data into actionable operational insights.
Analyze trends to spot automation opportunities and drive proactive, predictive improvements.
Measure outcomes—deflection, resolution speed, effort, satisfaction—and recommend enhancements that move the needle.
Partner Alignment: Collaborate with Technology Operations, Engineering, HR, and business stakeholders to deliver scalable, automation-driven solutions.
Serve as a trusted advisor on service platform, AI, and automation capabilities and best practices.
Communicate technical concepts clearly across all levels of the organization.