Engineer - AI & Automation

It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company. We are a fun-loving, mind-blowing company that makes a difference one cup at a time.

At Dutch Bros, we believe great technology should be simple, intuitive, and enable our crews to focus on what matters most—creating amazing experiences for our customers. As an Employee Experience Engineer, you’ll help shape how employees interact with technology by simplifying processes, improving self-service, and designing intelligent experiences powered by AI and automation. This role sits at the intersection of technology, operations, and employee experience.

You’ll analyze how employees work, identify friction points, and partner across the business to build scalable solutions that reduce effort, improve productivity, and continuously elevate the technology experience. Whether it's streamlining onboarding, improving software requests, building AI-powered workflows, maturing our knowledge base, or creating an intuitive service catalog, you’ll play a key role in transforming how Technology Operations supports the business.

• Bachelor’s degree in a relevant field (business, finance, economics, computer science, data science, etc.) preferred.
• 3+ years of experience
• Experience with IT Service Management platforms such as Zendesk, Service Now, Fresh service, Jira Service Management, or similar.
• Experience building workflows, automation, integrations, or low-code solutions.
• Experience managing or improving knowledge bases and service catalogs.
• Familiarity with AI technologies including copilots, virtual agents, prompt engineering, or intelligent automation.
• Strong analytical, problem-solving, and process improvement skills.
• Excellent communication and collaboration skills with both technical and business teams.
• Passion for creating exceptional employee experiences through technology.

This role is located in Tempe, Arizona. This position is required to be in office 4 days per week (Mon‑Thurs);
Fridays are optional remote work days.

• Design technology experiences that are simple, intuitive, and employee-focused.
• Analyze employee journeys to identify opportunities to eliminate friction.
• Partner with stakeholders to continuously improve how employees access technology and services.
• Champion a culture of continuous improvement and service excellence.

• Identify opportunities to automate repetitive work using AI and workflow automation.
• Design and implement intelligent workflows that improve speed, consistency, and employee satisfaction.
• Support AI‑powered assistants, self‑service capabilities, and digital experiences.
• Evaluate emerging AI technologies and recommend practical business use cases.

• Own the strategy, governance, and continuous improvement of the Technology Operations knowledge base.
• Ensure knowledge is accurate, searchable, and optimized for both employees and AI.
• Design and mature a modern service catalog that simplifies requesting technology services.
• Partner with service owners to create clear, standardized service offerings.

• Review existing operational processes and redesign them for scalability.
• Reduce manual work through automation and intelligent workflow design.
• Standardize employee lifecycle processes across Technology Operations.
• Help create repeatable, measurable service experiences.

• Measure adoption of AI, automation, self‑service, knowledge, and catalog experiences.
• Analyze support trends and employee feedback to prioritize improvements.
• Define success metrics and demonstrate business value from automation initiatives.
• Continuously identify opportunities to improve efficiency and employee satisfaction.

• Employee Experience
• Self‑Service Adoption
• AI & Automation Utilization
• Knowledge Quality & Adoption
• Service Catalog Maturity
• Reduction in Manual Processes
• Employee Effort Score
• Operational Efficiency
• Service Quality & Consistency

• In-Office…