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.
• Ability to define and measure whether an automated or AI-driven workflow is actually working, and to detect a confidently incorrect result.
• Version control (Git) and a disciplined approach to change: review, testing, and deployment.
• Operational instinct for monitoring, alerting, idempotency, and safe recovery from failure.
• Clear written communication, including the ability to explain a technical tradeoff to a non-technical stakeholder.
• Sound judgment about scope, including the ability to recognize when a working system does not need to be rebuilt.
• Working knowledge of data platform administration: access grants and catalog governance, compute sizing and cost control, and job orchestration.
• Ability to work independently across multiple systems and priorities without close supervision.

Physical Requirements:

Definitions:

Continuously: 6-8 hours in an 8-hour day or 60 times per hour

Frequently: 3-6 hours in an 8-hour day or up to 12-60 times per hour

Occasionally: up to 3 hours in an 8-hour day or 1-12 times per hour

Never: No physical requirement

In a typical work day, the employee will be required to:

• Sit: Continuously
• Stand: Occasionally
• Walk: Occasionally
• Keyboarding: Continuously
• Fine manipulation: Continuously
• Lift: Will require capability to lift up to 10 pounds.
• Carry: Will require capability to carry up to 10 pounds.
• Travel: Ability to travel approximately 20% of the time.
• Work Environment: The work environment is primarily office-based. The role requires prolonged periods of computer use and concentration.

What’s in it for you:

We truly value our employees and put their well-being first! Here we provide the following:

• Medical and Dental Plan
• Vision Plan
• PTO
• 401(K) with company match
• Collegial environment of talented professionals
• Growing and well-funded company