Engineer - AI & Automation

Employee Experience Engineer

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.

Job Qualifications:

• 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.

Location Requirement:
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.

Key Result Areas (KRAs):

• Employee Experience
• AI & Intelligent Automation
• Knowledge & Service Catalog
• Process Engineering & Service Design
• Analytics & Continuous Improvement

Skills:

• 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

Physical Requirements:

• In-Office Environment:
  Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions
• Must be able to collaborate in-person with occasional impromptu in-person meetings
• Office Conditions:
  Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels
• Mobility:
  Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches. Must be able to occasionally move or lift office items up to 25 pounds
• Hearing Requirements:
  Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.
• Reading and Writing Proficiency:
  Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.
• Vision Requirements:
  Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.
• Technology Proficiency:
  Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software.
• Effective Communication:
  Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.

Compensation:

DOE

If you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us!