The Team

The AI Deployment Engineering team is the tip of the spear for every new AI rollout at Gladly, working hands-on with our most strategic customers to implement, optimize, and expand their use of our AI. The culture is collaborative and experimental: we solve hard problems together, so this is no place for a lone wolf. You will report to the Manager of AI Delivery and partner closely with Implementation Managers, Professional Services Engineering, and Solution Engineering.

The Opportunity

This role puts you at the center of how Gladly’s top brands adopt AI. You will design AI use cases, build the integrations and workflows behind them, and continuously optimize for the highest possible resolution rates. The goal is simple and high-stakes: help customers automate more of their customer experience, reduce handle time, and get measurably more value from Gladly’s AI all while building end consumer devotion.

You are technical enough to build on your own and polished enough to lead the customer conversation. You can decompose a vague request into a concrete plan, connect the APIs, write the actions, workflows and guides that make the AI useful, and explain it all back to the customer in plain language. You hold yourself accountable, communicate proactively, and are energized by ambiguity and new technology.

Because this is an emerging discipline, you will help write Gladly’s playbook for what a great AI deployment looks like. It is highly technical and highly customer-facing, and that balance is exactly what makes it work.

We’re looking for someone with a passion for working directly with APIs, java script and AI the curiosity to solve complex problems, and the initiative to thrive in a fast-paced SaaS environment.

What You’ll Do

Solution Design & Business Analysis

• Partner with customers to decompose ambiguous goals into concrete, buildable AI use cases, uncovering hidden complexity and edge cases along the way.
• Determine whether the data a use case needs is available, identify the right APIs or MCP sources, and secure access.

Integration & Technical Build

• Use Gladly’s CLI to register APIs on the App Platform, making customer data accessible to Gladly AI and agents.
• Write app actions in JavaScript to condense large API payloads down to the fields the AI actually needs.
• Build the workflows and guides that tell Gladly’s AI how to use that information and respond to the customer.

Optimization & Customer Success

• Own use cases end to end after launch: monitor performance, optimize, and build new use cases that lift assist and resolution rates.
• Give proactive status updates to customers and the internal team, and partner with SAMs and Implementation Managers to keep goals and timelines aligned.
• Participate in QBRs and EBRs to show progress and ensure customers are getting measurable value.

Pre-Sales & Cross-Functional Partnership

• Partner with Solutions Engineering on pre-sales demos, and pull in Professional Services Engineering for the most complex custom work.

What We’re Looking For

• 3-5 years in a technical, customer-facing role such as technical account management, solutions or sales engineering, support engineering, professional services, or forward-deployed engineering, ideally in SaaS, AI, or CX technology.
• Hands-on technical ability: you can read an API payload and write JavaScript to transform it, you understand REST APIs, JSON, and webhooks, and you are comfortable in a CLI. You build things yourself rather than handing them off.
• Strong business analysis skills: you turn an ambiguous customer goal into clear requirements and a workable solution design.
• Exceptional English communication (C1-C2 / business fluent), with the ability to explain complex technical concepts to non-technical stakeholders.
• Genuine curiosity about AI and an aptitude for prompt engineering and workflow design.
• Accountability and proactivity: you make commitments, keep them, communicate status without being asked, and thrive in ambiguity.
• Based in Colombia, able to work core US business hours or with significant overlap.
• CX, contact center, or CX SaaS background is a strong plus. Forward-deployed or deployment engineering experience at an AI company is a bonus.

Salary for this role: $40,000 - $54,000 USD (may be paid in USD or COL pesos, depending on COR or EOR contract options - but this is a full-time opportunity)

The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly’s bonus plan for eligible roles. In addition to cash compensation, all Gladly’s employees are eligible to participate in Gladly’s equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.