Automation Engineer 1 – Technical Support
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Job Description
AI automation engineer building Forethought and Salesforce workflows for Granicus, a GovTech platform serving governments and residents. Improving support resolution, routing, governance, and customer experience.
Responsibilities:
- Design AI agents and workflows for intake, triage, routing, case qualification, resolution, escalation, and customer updates
- Build, test, and continuously improve Forethought Autoflows, intents, fallback logic, Solve, Triage, Assist, Discover, and Agent QA use cases
- Connect AI outputs to Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting
- Create and configure API-based workflows, webhooks, Salesforce Flows, low-code automations, and system integrations
- Develop test sets and UAT plans for AI responses, routing accuracy, grounding, customer experience, and safe handoff behavior
- Analyze case data, customer sentiment, fallback patterns, and AI failures to identify knowledge gaps and automation opportunities
- Monitor AI performance and report on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact
- Implement governance controls for privacy, sensitive data, CJI/CJIS risk signals, auditability, human handoff, and rollback readiness
- Partner with Support, Support Operations, Product, Engineering, Customer Success, Business Systems, Knowledge, and vendors to move AI initiatives into production
- Preserve the confidentiality, integrity, and availability of company information assets and ensure employee and customer data privacy
Requirements:
- Working knowledge of Salesforce Service Cloud, including cases, queues, fields, flows, statuses, reports, and user permissions
- Understanding of AI agents, LLM workflows, prompt behavior, grounding, fallback logic, testing, and production monitoring
- Hands-on experience with APIs, webhooks, workflow automation, and low-code or pro-code integration patterns
- Strong analytical skills across case data, customer sentiment, support volume, and automation performance
- Experience defining test cases, UAT plans, acceptance criteria, and release readiness
- Ability to document workflows, requirements, runbooks, and decision logic for technical and non-technical audiences
- Strong cross-functional communication and partnership skills
- Technical capability in Python, JavaScript, SQL, or analytics tools
- Experience building or supporting automations, integrations, AI workflows, support systems, or customer operations platforms
- Experience with Forethought or comparable AI customer support platforms
- Experience with Salesforce Flow, Apex, MuleSoft, external services, or similar integration frameworks
- Experience with Jira workflows, bug intake, product escalation, and engineering handoff processes
- Experience with knowledge management, KCS, support content quality, or self-service optimization
- Experience in SaaS technical support, customer support operations, or contact center technology
- Familiarity with privacy, compliance, sensitive data handling, or CJIS-related control concepts
- No degree requirement for most roles; applicants are encouraged to apply even without every listed skill or experience
Benefits:
- Remote work / remote-first company
- Employee Resource Groups
- Coffee with Mark sessions with the CEO
- Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting
- Special guest sessions addressing issues impacting employees
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