Granicus is hiring an Automation Engineer 1 to support the transition of Granicus Technical Support to an AI-first model. This role involves designing, testing, deploying, monitoring, and continuously improving AI-powered workflows across platforms like Forethought, Salesforce, Microsoft Copilot, APIs, and low-code tools. The Automation Engineer 1 will build automations for case routing, enrichment, resolution, and support operations while validating AI-generated responses for accuracy, relevance, tone, completeness, and grounding. The role also includes identifying automation failures, hallucinations, knowledge gaps, and workflow issues, and collaborating with Support Operations, Engineering, Product, and AI teams to enhance customer experience and operational efficiency.
Responsibilities
- Contribute to the design, testing, deployment, and continuous improvement of AI-powered automations within the first 3–6 months.
- Assist in building and maintaining AI-powered automations across support platforms for case routing, enrichment, resolution, and support operations.
- Support testing and deployment of basic automation workflows, automation logic, APIs, and case routing scenarios.
- Validate AI-generated responses for accuracy, contextual relevance, tone, completeness, grounding, and customer experience quality before production deployment.
- Develop and execute regression tests for AI workflows, automation logic, APIs, and case routing scenarios.
- Identify recurring automation failures, AI quality issues, hallucinations, knowledge gaps, workflow failures, and workflow gaps, and provide data-driven recommendations for improvement.
- Participate in debugging, monitoring, root cause analysis, automation health monitoring, and continuous improvement of existing automations and AI workflows.
- Learn and apply automation tools, APIs, low-code platforms, and data validation practices in real support scenarios.
- Partner with Support Operations, Engineering, Product, and AI teams to understand use cases, translate them into automation tasks, and improve automation effectiveness, customer experience, and operational efficiency.
- Support knowledge base quality feedback loops and customer experience-focused quality evaluation to improve AI response quality, grounding, and automation outcomes.
- Support improvement in efficiency by reducing manual effort in defined workflows and improving repeatability of support processes.
- Demonstrate the ability to learn and apply automation tools with guidance while contributing to small, well-scoped automation tasks.
- Progressively take ownership of simple automation components while helping establish repeatable testing practices, reusable validation assets, simple workflow documentation, test cases, learnings, and AI quality metrics for reuse and knowledge sharing.
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
Requirements
- Basic understanding of programming, scripting, or automation concepts.
- Exposure to AI tools, APIs, low-code platforms, data validation, or evolving technologies.
- Strong learning agility, curiosity toward AI-driven support systems, a good problem-solving mindset, and strong attention to detail.
- 1–2 years of experience in engineering, automation, technical support systems, or a related field, or academic, project, internship, or coursework exposure involving automation, AI tools, scripting, or technology.
- Comfortable validating AI-generated responses for accuracy, tone, contextual relevance, grounding, completeness, hallucinations, knowledge gaps, workflow failures, and customer experience impact.
Nice to have
- Enjoy learning and building automation solutions that consistently deliver high-quality customer outcomes.
- Curious about AI, large language models, and how automation can improve technical support and customer support experiences.
- Enjoy investigating complex problems, identifying root causes, and continuously improving systems, workflows, and support outcomes.
- Interested in regression testing for AI workflows and automations, API and workflow validation, knowledge base quality feedback loops, AI quality metrics, automation health monitoring, root cause analysis, and continuous improvement responsibilities.
- Willing to experiment, learn quickly, adapt, take ownership of tasks, and deliver with discipline.
- Enjoy collaborating across AI, Product, Engineering, Support Operations, and technical support teams in a team environment.
Benefits
- Employee Resource Groups to encourage diverse voices.
- Coffee with Mark sessions – employees interact with the CEO on important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- Special guests brought in to discuss issues that impact the employee population.
Additional details
- Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together.
- Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
- Over the last 25 years, Granicus has served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers, powering an unmatched Subscriber Network.
- Granicus provides comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services.
- Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.
- Granicus is a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be part of our journey.
- Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply.
- Originally posted on Himalayas.
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