Sr Customer Experience AI Engineer

ePayPolicy•Austin, TX

13d•Hybrid

About The Position

The Sr Customer Experience AI Engineer designs, builds, deploys, and operationally manages AI systems and automations that help ePayPolicy scale its customer experience across onboarding, ongoing engagement, and expansion. Reporting to the Chief Customer Officer, this role owns end-to-end delivery of customer AI initiatives and builds the infrastructure that enables Customer Experience teams to serve customers more effectively. The role develops AI-powered decision support, including real-time customer health data, predictive insights, and intelligent prioritization. It also creates automations and digital touchpoints for repeatable work, such as guided onboarding and support-agent tools that combine information from multiple sources and suggest responses. These experiences must integrate with Salesforce, support systems, data infrastructure, and related systems. The engineer works with Customer Experience stakeholders to identify problems and translate ambiguous requirements into technical solutions, making independent architecture decisions while collaborating with IT on broader tooling and data access. The role ships iteratively, measures adoption and return on investment, gathers user feedback, and maintains production systems as needs change. The technology stack is expected to evolve over the next 12 months, making flexibility and sound judgment important.

Requirements

3–5 years of experience building customer-facing or operational AI or automation systems in the customer experience space.
Experience shipping products, supporting real users, and maintaining systems in production.
Ability to work independently across data, APIs, and integration points.
Track record of extracting ambiguous business requirements and translating them into clean technical solutions.
Experience with automation workflows and integration platforms.
Understanding of the tradeoffs between building, buying, and integrating solutions.
Intellectual honesty and the ability to identify technical infeasibility, insufficient ROI, or simpler alternatives.

Nice To Haves

Experience with customer success platforms or analytics tools.
Familiarity with insurance, fintech, or payment processing.

Responsibilities

Design and deploy AI systems that provide Customer Experience teams with real-time customer health data, predictive insights, intelligent prioritization, and other decision-making insights.
Develop automations and digital touchpoints that handle repeatable work and help teams focus on complex customer needs and relationships.
Build customer onboarding experiences and support-agent tools that provide integrated context and suggested responses.
Own integration of customer AI experiences with Salesforce, support systems, data infrastructure, and related systems.
Work with Customer Experience stakeholders to understand business problems and translate requirements into technical solutions.
Make technical architecture decisions and collaborate with IT teams on broader tooling and data access decisions.
Build, deploy, monitor, maintain, and optimize production systems, including handling bug fixes and adapting to changing requirements.
Measure adoption and return on investment, iterate based on user feedback, and maintain systems throughout their lifecycle.

Benefits

Competitive salary.
Comprehensive benefits package with employer-paid basic life and disability premiums.
401(k).
Flexible Paid Time Off Policy (FTO).
Company-sponsored quarterly ePayItForward initiatives.
Supportive and inclusive company culture with a focus on work/life balance.
Fully stocked kitchen.
Lunch stipend when working onsite.
Open communication and encouragement of employee ideas.
Opportunity for growth.