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CXO Senior AI Automation Specialist
Full-time
Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. You'll join a founding team building agentic AI systems that automate manual work, catch issues before they fall through the cracks, and give leaders visibility into operations.
In this role, you will
Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, and SOP-driven case workflows across Slack and Salesforce.
Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems, and review DevRev/Cresta transcripts to ensure bots behave as expected.
Give leaders self-serve access to data with automated weekly/monthly business intelligence, and detect escalation patterns and repeat contacts.
Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale.
Connect and deploy orchestration layers (MCP, custom connectors) to automate CX workflows and productize internal tools.
Measure operational reliability and system accuracy, and design escalation patterns so the system knows when to surface to a human.
We'd love to chat if you have
Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems).
A data modeling or analytics background (dbt, Redshift, Trino).
Experience building tools for non-technical end users.
