AI Solutions Engineer

Job Description

Workato is seeking an experienced AI Solutions Engineer to join their AI Solutions team. The ideal candidate will have a strong background in engineering and web development. This role involves delivering exceptional customer experiences and supporting customers on the AgentX Support product. It is a hands-on, highly technical position where the engineer will help customers integrate Workato, build flows, diagnose issues, and act as a bridge between customers and product teams.Role involves:

• Designing and implementing AI-powered customer support automation solutions.
• Developing intelligent ticket routing and classification systems.
• Building conversational AI agents.
• Creating analytics dashboards.
• Monitoring and enhancing system performance.
• Taking ownership of customer communications and issues.
• Collaborating with the Support team.
• Troubleshooting and debugging complex issues.
• Creating and delivering custom product demonstrations.
• Enhancing internal processes and promoting teamwide knowledge sharing.
• Supporting the Product Manager in crafting technical and design specifications.

Requirements:

• B.Tech/B.E. or higher in Computer Science, AI, Machine Learning, or a related field.
• 5+ years of relevant experience in the design, development, and implementation of AI-driven solutions.
• Proven experience in AI engineering, with a strong focus on agent-based systems.
• Strong knowledge of JavaScript, DOM manipulation, and browser developer tools.
• Experience working with WebSockets.
• Ability to develop custom web scraping solutions.
• Solid understanding of anti-scraping techniques and experience with HTML parsing libraries.
• 2–3 years of hands-on coding experience in Python and/or JavaScript.
• Experience with customer support platforms.
• Demonstrated success implementing conversational AI for customer-facing applications.
• Strong understanding of intent classification and entity extraction techniques.
• Experience with support ticket analytics and automated response systems.
• Familiarity with omnichannel support integration.
• Understanding of key customer support metrics.
• Strong collaboration skills and ability to adapt to a dynamic start-up environment.
• Strong critical thinking and analytical skills.
• Ability to effectively prioritize tasks and manage time.
• Strong written and oral communication skills in English.
• Fast learner who can independently conduct extensive research.
• Proactive problem-solver ready to take on additional responsibilities.

Role offers:

• Opportunity to work in a flexible, trust-oriented culture.
• Dynamic work environment.
• Opportunity to work for a company recognized by Business Insider, Forbes, Deloitte, and Quartz.