Software Engineer, AI & Automation
Listed on 2026-05-30
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Software Development
AI Engineer, Machine Learning/ ML Engineer, Full Stack Developer, Cloud Engineer - Software
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About Gladly
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.
Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection.
Learn more dly.ai.
About Gladly
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.
Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection.
Learn more dly.ai.
We’re at the forefront of using AI to improve how customer service works in the real world. From helping agents respond faster to automating common questions, we’re building AI features that actually get used—and make a difference.
What makes Gladly special for AI work is the combination of real customers, rich data, and strong product teams. We work closely with some of the most innovative brands out there, giving us a direct line to real problems and the opportunity to build thoughtful solutions that impact millions of people.
We’re a remote-first company that values flexibility, curiosity, and collaboration. If you’re excited about using AI to solve real problems for real people, Gladly is a great place to do it.
Why This Role Is Special
This is not just another AI job.
As a Staff Software Engineer focused on AI and Automation, you’ll help define the future of customer service by applying generative AI in meaningful, real-world ways. You'll work on products that touch millions of conversations—and you’ll collaborate directly with iconic brands that are eager to innovate with us.
We’re not chasing hype. We’re building production-grade AI systems that help real agents work faster, smarter, and more humanely. This is your chance to have a huge technical and product impact at a company where AI is central—not bolted on.
What You’ll Do
- Lead Major AI & Automation Initiatives Architect and drive high-impact projects involving LLMs, embeddings, RAG, agent workflows, and more.
- Ship Real Products Build features that move from idea to production quickly—often with direct input from leading customers like Crate & Barrel and Allbirds.
- Mentor & Multiply Spend ~50% of your time leading and leveling up other engineers—especially senior engineers—and raising the bar for technical excellence.
- Design Foundational Systems Create scalable infrastructure and reusable components that power teams across Gladly.
- Collaborate Closely Work shoulder-to-shoulder with product managers, designers, and customer-facing teams to solve meaningful problems.
- Drive Innovation Stay on the cutting edge of AI, evaluate new tools and models, and continually new introduce best practices at Gladly.
- 10+ years of full-stack engineering experience, including large-scale product development and team leadership
- A proven ability to…
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