[Hiring] AI Deployment Engineer @Gladly

Role Description

This role puts you at the center of how Gladly’s top brands adopt AI. You will:

• Design AI use cases.
• Build the integrations and workflows behind them.
• Continuously optimize for the highest possible resolution rates.
• Help customers automate more of their customer experience.
• Reduce handle time and get measurably more value from Gladly’s AI.
• Build end consumer devotion.

You are technical enough to build on your own and polished enough to lead the customer conversation. You can:

• Decompose a vague request into a concrete plan.
• Connect the APIs.
• Write the actions, workflows, and guides that make the AI useful.
• Explain it all back to the customer in plain language.

You hold yourself accountable, communicate proactively, and are energized by ambiguity and new technology. Because this is an emerging discipline, you will help write Gladly’s playbook for what a great AI deployment looks like.

Qualifications

• 3-5 years in a technical, customer-facing role such as technical account management, solutions or sales engineering, support engineering, professional services, or forward-deployed engineering, ideally in SaaS, AI, or CX technology.
• Hands-on technical ability: you can read an API payload and write JavaScript to transform it, you understand REST APIs, JSON, and webhooks, and you are comfortable in a CLI.
• Strong business analysis skills: you turn an ambiguous customer goal into clear requirements and a workable solution design.
• Exceptional English communication (C1-C2 / business fluent), with the ability to explain complex technical concepts to non-technical stakeholders.
• Genuine curiosity about AI and an aptitude for prompt engineering and workflow design.
• Accountability and proactivity: you make commitments, keep them, communicate status without being asked, and thrive in ambiguity.
• Based in Colombia, able to work core US business hours or with significant overlap.
• CX, contact center, or CX SaaS background is a strong plus.
• Forward-deployed or deployment engineering experience at an AI company is a bonus.

Requirements

• Partner with customers to decompose ambiguous goals into concrete, buildable AI use cases, uncovering hidden complexity and edge cases along the way.
• Determine whether the data a use case needs is available, identify the right APIs or MCP sources, and secure access.
• Use Gladly’s CLI to register APIs on the App Platform, making customer data accessible to Gladly AI and agents.
• Write app actions in JavaScript to condense large API payloads down to the fields the AI actually needs.
• Build the workflows and guides that tell Gladly’s AI how to use that information and respond to the customer.
• Own use cases end to end after launch: monitor performance, optimize, and build new use cases that lift assist and resolution rates.
• Give proactive status updates to customers and the internal team, and partner with SAMs and Implementation Managers to keep goals and timelines aligned.
• Participate in QBRs and EBRs to show progress and ensure customers are getting measurable value.
• Partner with Solutions Engineering on pre-sales demos, and pull in Professional Services Engineering for the most complex custom work.

Benefits

• Competitive salaries, stock options, and comprehensive benefits.
• Generous paid time off, parental leave, and home office stipends.
• A fully remote work environment with opportunities for in-person team gatherings.
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive.
• A company where AI is not a buzzword; we build AI products and expect our team to use AI tools daily.
• A team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together.
• Top talent, good vibes, no politics.

Salary for this role

$40,000 - $54,000 USD (may be paid in USD or COL pesos, depending on COR or EOR contract options - but this is a full-time opportunity).

The cash compensation above includes base salary and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly’s bonus plan for eligible roles. In addition to cash compensation, all Gladly’s employees are eligible to participate in Gladly’s equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications, and other job-related reasons.

If this role excites you but you don't meet every qualification, we still encourage you to apply. The perspectives and experiences you bring matter more than checking every box.