Sr Customer Experience AI Engineer
About The Position
Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. We provide powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-payment financing, payables network tools, and check reconciliation, all within a single dashboard. Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future. We're building an adoption-focused customer experience organization designed to scale. AI is foundational to our strategy. You'll design, build, deploy, and operationally manage AI systems and automations that make our customer experience more effective and scalable across the entire lifecycle, from onboarding through ongoing engagement and expansion. You report to the Chief Customer Officer and own end-to-end delivery of customer AI initiatives. Your work directly enables our core thesis: customers who adopt and use our product to its full potential thrive. You'll build the infrastructure that helps our teams serve them better.
Requirements
- 3-5 years building customer-facing or operational AI/automation systems in the CX space.
- Shipped products, supported real users, and maintained 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.
- Understand tradeoffs between build, buy, and integrate.
- Intellectual honesty. You'll flag when a business ask isn't technically feasible, when ROI doesn't justify the effort, or when a simpler solution exists.
Nice To Haves
- Experience with customer success platforms or analytics tools.
- Familiarity with insurance, fintech, or payment processing (not required; you'll learn the domain).
Responsibilities
- Design and deploy AI systems that equip every Customer Experience team with real-time customer health data, predictive insights, intelligent prioritization, and other insights.
- Develop automations and digital touchpoints that handle repeatable work so our teams can focus on complexity and relationships.
- Own how these experiences integrate with Salesforce, support systems, our data infrastructure, and other related systems.
- Work with stakeholders across the Customer Experience organization to understand their actual problems, then design solutions that genuinely solve them.
- Navigate your own technical decisions on architecture and collaborate closely with IT teams on broader tooling and data access decisions.
- Build, measure adoption and ROI, iterate based on user feedback, and maintain systems in production.
- Deploy, monitor, handle bug fixes, and optimize as business requirements change.
Benefits
- Competitive salary
- Comprehensive benefits package with employer-paid basic life and disability premiums
- 401K
- 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
- Huge opportunity for growth
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
