Job Summary

The role owns existing production automations covering ticket intake and response, network self-service and conversational flows, and builds new ones, including AI-assisted workflows where they measurably outperform the alternative. This is a hands-on engineering role for someone who writes production code, integrates systems that were never designed to talk to each other, and instruments what they build so its performance is a measured fact rather than an impression. The role suits an engineer with sound judgment about when to automate, when to apply a model, and when to leave a working system alone.

Location

The role will be based on-site at the office in Southlake, TX.

Employment Classification

Exempt: Regular, Full-time

Supervisory Responsibilities

Duties / Responsibilities

Build, operate, and improve production automations that process high-volume operational workflows end to end: intake, business rules, system of record updates, and outbound response.
Take ownership of existing production automation, including established systems currently maintained by others, and bring them to a documented, monitored, and independently supportable standard.
Design and build integrations across enterprise systems using REST APIs, webhooks, and direct database access, including systems with incomplete or inconsistent documentation.
Build AI-assisted workflows such as retrieval, classification, summarization, and conversational automation, and define how each is evaluated before it reaches production.
Instrument everything that ships: define success and failure explicitly, measure how often each occurs, and make the result visible without being asked.
Extend and maintain conversational automation flows across voice and digital channels, and expand the set of customer issues resolved without an agent.
Add reliability, alerting, and recovery to automated systems so failures are detected and surfaced rather than discovered later.
Work with spatial and operational data in PostgreSQL/PostGIS and the enterprise analytics platform to support automated decisions.
Write and maintain documentation, runbooks, and tests so that no automated process depends on a single person’s knowledge.
Administer the Databricks platform alongside the current owner: workspace and compute configuration, Unity Catalog governance and access grants, job scheduling, and cost monitoring. Build enough depth that platform administration is not dependent on a single person.
Partner with Customer Experience, Network Operations, and Engineering to identify high-volume manual work, quantify the opportunity, and deliver the automation.
Apply sound judgment about where automation and AI belong, and say plainly when a proposed solution is not worth building.
Perform other duties as assigned.

Education and / or Experience

Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related field, or equivalent demonstrated experience.
Three or more years writing and maintaining production code, with automation, integration, or data engineering as a primary focus.
Two or more years of AI enablement experience.
Demonstrated experience owning a system in production, including responsibility for its failures.
Hands-on experience building with large language models or applied machine learning in a production or near-production setting, including how the output was evaluated.
Experience integrating third-party or vendor platforms via API required; experience with telecom, field service, CRM, or contact center platforms preferred.

Required Skills / Abilities

Strong proficiency in Python, including scheduled and long-running processes, error handling, and logging.
Strong SQL, and comfort working directly in a relational database; PostgreSQL and spatial data (PostGIS) preferred.
Practical command of REST APIs, authentication patterns, webhooks, and event-driven integration.
Experience with large language model tooling: prompting, retrieval-augmented generation, structured output, and evaluation.