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
