Customer Experience (CX) Automation Engineer, Mid Level

About the position

Galileo is a leading platform for Gen AI evaluation and observability, dedicated to helping teams build safe and reliable AI applications. The Customer Experience Automation Engineer will enhance customer support operations through AI-driven automation, focusing on designing API integrations and optimizing intelligent systems for exceptional customer experiences.

Responsibilities

Design and implement intelligent automation systems using AI and agentic applications to handle customer inquiries, route issues, and resolve common problems without human intervention. Design, develop, and maintain API-based integrations for customer experience workflows, connecting support tools with existing systems and platforms. Create event-driven automations, webhooks, and agentic workflows to boost efficiency across support channels. Enhance ticket routing, agent assignment, and implement intelligent triage systems to improve response times and resolution accuracy. Build automated communication systems to provide timely updates and maintain satisfaction throughout the support lifecycle. Develop and optimize AI-driven chatbot interactions and self-service options. Analyze support performance data and customer interaction patterns to optimize automation effectiveness. Create and maintain intelligent documentation systems and knowledge bases that surface relevant technical content. Partner with Product, Engineering, and Customer Success teams to integrate automation throughout the customer journey.

Requirements

Minimum ~4 years of experience in Business Systems, Integration Engineering, Customer Experience automation, or related field. Hands-on experience developing and deploying AI and LLM-based solutions (e.g., OpenAI GPT, Anthropic Claude) with agentic workflows and intelligent automation systems. Proficiency in JavaScript, React.js, Python, and Node.js; experience with REST APIs and system connectivity. Experience automating workflows with webhooks, middleware tools (Workato, Mulesoft, Tray.io), and event-driven automation platforms. Strong understanding of software platforms, APIs, and technical troubleshooting for GenAI applications. Excellent written and verbal communication skills. Experience analyzing data pipelines and using insights to drive process improvements. Ability to work independently in a fast-paced startup environment. Familiarity with customer support platforms (e.g., Plain, Zendesk, Intercom) and GenAI evaluation and observability challenges. Ability to design automated customer journey workflows that adapt based on customer behavior.

Nice-to-haves

Previous experience at a developer-focused or AI/ML platform company. Experience with LLM implementation and integrations. Experience with AI-driven chatbot automation and NLP for technical support scenarios. Background in customer support or technical operations. Experience with operational system integrations (billing platforms, CRMs). Track record of building support operations that scale through automation rather than headcount growth.