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. Workato is looking for someone to help customers integrate Workato into their products, build flows, diagnose and report issues, and serve as a bridge between customers and product teams.Responsibilities include:

• 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.
• Be proactive about solving problems.

Workato offers:

• A flexible, trust-oriented culture.
• A vibrant and dynamic work environment.