AI Solutions Engineer

Overview

AI Solutions Engineer, CX |

Reports To:

VP, CX Strategy
Function: AI & Automation | Customer Experience Operations
Type:
Full-Time | Individual Contributor

Location:

Austin, TX (Hybrid) - Open to Remote

About the Role The AI Solutions Engineer is the builder responsible for transforming how Customer Experience operates through AI. This is not a consulting or advisory role. You will identify opportunities, design solutions, build workflows, deploy them into production, measure their impact, and continuously improve them. You will partner with operational leaders to redesign work rather than simply automate existing tasks, think in systems, experiment rapidly, and build scalable AI capabilities that improve both customer outcomes and employee experience.

This is the founding AI builder role within Customer Experience, operating inside Togetherwork’s existing enterprise AI & Automation function led by the Director of AI Orchestration. Initial focus areas are (1) accelerating AI adoption within Support and (2) modernizing Professional Services delivery, including implementation acceleration, migration tooling, and consultant copilots, with patterns that scale across all CX functions.

As the founding AI Solutions Engineer for CX
, you own how AI is designed, built, deployed, and operated across Support, Professional Services, and Education, within the company AI governance framework. You apply company AI standards within CX and define the CX-specific patterns, prompt libraries, and workflow templates that comply with them.

• Build and Ship Design, build, and deploy production AI solutions directly against LLM APIs such as Claude or OpenAI, including prompt libraries, eval frameworks, and human-in-the-loop workflows that ship to real users.
• Redesign customer and employee workflows around AI rather than automating existing tasks.

• Define the CX-specific patterns and workflow templates that extend company AI standards, contribute the CX knowledge domain to Togetherwork's enterprise knowledge infrastructure, and own how AI is configured and optimized across the CX stack, including Zendesk AI, Stylo, Guru, and emerging platforms.
• Evaluate emerging AI technologies for CX use cases; recommend build, buy, or integrate paths through the AI Governance Council for company-wide tooling, and decide independently within CX for platform-native capabilities (e.g., Zendesk AI, Stylo, Guru).
• Determine when to use native platform AI, third-party tools, automation platforms, lightweight scripting, or custom integrations.
• Identify, negotiate, and unblock cross-functional data, API, and process dependencies required for CX AI workflows to deliver value.

• Treat AI capabilities as products: define success metrics before launch, measure adoption, quality, and business impact, then improve based on data and user feedback.
• Own the failure-mode playbook for customer-facing AI, including escalation paths, human review thresholds, drift monitoring, and brand-risk mitigation, in partnership with the AI Governance Council.
• Establish repeatable frameworks that let AI expand across Customer Experience with out you in the loop.
• Own a phased roadmap that sequences and prioritizes work across Support, Professional Services, and Education, multiplying impact through reusable frameworks, self-service, and enablement so the program scales efficiently as it grows.

• Partner with IT, Systems, Data, Security, and operational leaders to integrate AI into the CX technology stack.
• Represent CX in the company-wide AI Guild, contributing CX patterns, learnings, and reusable components back to the enterprise, and adopting shared standards and tooling as they evolve.
• Build enablement that helps teams adopt AI confidently, and serve as the CX authority on responsible, scalable, and sustainable AI use, operating within company AI standards and governance.
• Partner with CX leadership on role redesign, career paths, and workforce planning as AI shifts the mix of work, so teams grow with the change rather than getting caught by it.

Within your first year,…