AI Solutions Engineer

Workato is seeking an experienced AI Solutions Engineer to join their AI Solutions team. The successful candidate will be responsible for delivering exceptional customer experiences, educating and supporting customers on the AgentX Support product, and designing and implementing AI-powered customer support automation solutions.

Requirements

• B.Tech/B.E. or higher in Computer Science, Artificial Intelligence, Machine Learning, or a related technical field
• 5+ years of relevant experience in the design, development, and implementation of AI-driven solutions
• Strong knowledge of JavaScript, DOM manipulation, and browser developer tools for front-end automation
• Experience working with WebSockets for implementing real-time communication in support interfaces
• Ability to develop custom web scraping solutions to extract structured data from various sources
• 2–3 years of hands-on coding experience in Python and/or JavaScript
• Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or ServiceNow
• Demonstrated success implementing conversational AI for customer-facing applications
• Strong understanding of intent classification and entity extraction techniques for support queries
• Experience with support ticket analytics and automated response systems
• Familiarity with omnichannel support integration (chat, email, voice, social media)
• Understanding of key customer support metrics (CSAT, NPS, First Contact Resolution) and strategies to optimize them through automation
• Strong collaboration skills, ability to adapt to a dynamic start-up environment, with a passion for making an impact
• Strong critical thinking, analytical skills, with an entrepreneurial and proactive mindset
• Ability to effectively prioritize tasks and manage time, even under high-pressure situations
• Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience