AI Senior Implementation Engineer

Job Description

Join our AI Solution Success team within the Platform Product organization. Dive into customer-facing and internal projects alongside seasoned professionals. Contribute to cutting-edge innovations that drive business growth. Our global team fosters collaboration and shares best practices. If you're a results-driven problem solver who likes to dream big, join us in crafting scalable AI solutions.

Who we are?

We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes, and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer-driven innovation within the Platform Product team.

What's our purpose?

Accelerate value realization of AI-powered workflows by customers at scale.

What we do?

Work with early adopters (customers) to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. We'll create practical implementation guides to support new implementations, boost adoption, and drive future product innovation. Some of the work from the team has been instrumental at improving customer adoption of our multi-language Natural Language Understanding (NLU), AI search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and most recently, Generative AI with customers.

In this role, you will:

You will implement AI products on the Now platform for our early adopter customers hands on.

Such products include all Now Assist Capabilities like LLM-powered VA Topic flows, conversational catalogs, AI Search (with Q&A) and many other latest applications.

You will also be expected to learn and support customers with existing AI products like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, and other upcoming capabilities before/after they hit the market. These capabilities may include classical Machine Learning Algorithms or Deep Learning based models like LLMs.

You will be expected to learn about the newly released and pre-release features by getting your hands dirty and diving deep into the products. You will become an expert at implementing AI Solutions for various customers.

You will debug and find quick workarounds for issues that are solvable on customer instances.

Act as an SME to solve complex user issues related to AI solutions.

You will not only validate these newly introduced products, but also work alongside other teams to help them quickly make improvements to the product. Help with getting product feedback to product and engineering teams to continually improve and expand product capabilities, features, and interoperability in consideration of customer needs and requirements. You will bring the on-ground issues faced by customers to the table.

Help define best practices to build and use AI products and various AI testing tools with customers and educate the team. Such tools may involve auto conflict detection, automation discovery, topic recommendation, batch testing tools, or generative AI tools.

Analyze metrics to continuously measure the quality and E2E experiences of AI solutions with actionable insights.

Prepare technical deliverables for customers in a consistent, high-quality, and timely manner.

Be the technical escalation point in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team. You will be hands on resolving issues for customers as you work live with engineering teams.