AI Automation Engineer - Global Operations

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At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

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The AI Automation Engineer – Global Operations drives AI-enabled operational efficiency across customer support, customer success, and service delivery functions  will build intelligent automations that reduce resolution time, improve first-contact resolution, and standardize how Cengage serves customers across NA, EMEA, and APAC.

This role sits at the intersection of AI capabilities, support platforms, and operational process design. The ideal candidate has built against Zendesk (or equivalent), understands the economics of support operations, and knows how to design automations that work reliably across languages, regions, and customer segments.

• Automate support ticket triage, routing, classification, and deflection using LLMs and ML
• Build AI-powered knowledge base search and agent-assist tools for support staff
• Develop renewal workflow automations that surface at-risk accounts and recommend actions
• Create intelligent self-service experiences for customers across chatbot, email, and portal channels
• Implement case summarization, sentiment analysis, and quality monitoring automations

• Integrate AI into Zendesk (or equivalent) and upstream operational systems
• Standardize workflows globally across NA, EMEA, and APAC support operations
• Identify bottlenecks and inefficiencies in existing support and service workflows
• Build integrations across CRM, billing, entitlement, and operational data sources
• Ensure automations handle multi-language, multi-region, and multi-time-zone requirements

• Track resolution time reduction, first-contact resolution, and cost-per-interaction metrics
• Partner with operations leaders on weekly reviews of automation performance
• Quantify cost savings, deflection rates, and CSAT impact of deployed automations
• Iterate on production systems based on agent feedback and customer outcomes
• Maintain documentation and runbooks for all deployed workflows

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field
• 4+ years of experience in automation engineering, support engineering, or software development
• Strong proficiency in Python and experience building production-grade automation
• Hands‑on experience with LLMs and modern AI APIs for classification, summarization, and generation
• Deep experience with at least one major support platform (Zendesk, Salesforce Service Cloud, Service Now)
• Experience building and deploying conversational AI or chatbot systems
• Strong understanding of support operations KPIs and economics
• Excellent communication skills to work with operational and technical stakeholders

• Experience with Zendesk APIs, macros, triggers, and custom app development
• Background building agent‑assist or AI copilot tools for support staff
• Experience with customer success platforms (Gainsight, Totango, Churn Zero)
• Familiarity with multi‑language NLP and international support operations
• Experience with RAG…