AI Applications Engineer

Ema is seeking an AI Applications Engineer to provide critical post-deployment support for our AI/Chatbot and Agent Assist solutions. This role is pivotal in ensuring the optimal performance and continuous improvement of customer workflows, while maintaining the highest standards of customer satisfaction. Based in Bengaluru, India, you will be instrumental in the success of our enterprise clients.

Key Responsibilities:

• Configure and integrate AI/GenAI workflows, leveraging platform APIs and customer data.
• Troubleshoot and resolve production issues spanning platform APIs, data integration, and workflow configurations.
• Design, execute, and analyze A/A experiments to boost workflow reliability and quality.
• Monitor workflow performance through dedicated observability dashboards and key business metrics.
• Translate complex customer requirements into effective GenAI automation flows, including prompt refinement for peak performance.
• Develop and automate repeatable steps within Customer Experience (CX) workflows to drive efficiency.
• Maintain high Customer Satisfaction (CSAT) scores through proactive communication and timely updates on workflow performance.
• Collaborate effectively with cross-functional teams, including Customer Success, Product, and DevOps, to ensure seamless customer experiences.

Qualifications and Skills:

Experience:

• A minimum of 3 years in technical support or customer success roles within SaaS or enterprise software environments.
• Prior experience with AI/Chatbot or Agent Assist solutions is highly advantageous.

Technical Skills:

• Proficiency in troubleshooting production issues and diagnosing machine learning performance.
• Familiarity with APIs (JSON, REST, SOAP) and integration capabilities with CRMs or ATS tools.
• Knowledge of key support metrics such as First Response Time (FRT), Average Handle Time (AHT), Turnaround Time (TAT), and CSAT, along with reporting.
• Competency in using logging, dashboard creation, and alerting tools.

Soft Skills:

• Exceptional problem-solving skills, particularly in high-pressure situations.
• Excellent communication abilities, facilitating collaboration with diverse stakeholders.
• A strong customer-first approach, prioritizing satisfaction and business needs.

Ema is an equal opportunity employer committed to fostering an inclusive environment for all employees and applicants.