AI Solutions Engineer

Workato is seeking an AI Solutions Engineer to join their AI Solutions team, with a strong background in engineering and web development. The role involves delivering exceptional customer experience, 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
• Proven experience in AI engineering, with a strong focus on agent-based systems
• 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
• Solid understanding of anti-scraping techniques and experience with HTML parsing libraries
• 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