AI Deployment Engineer - Gladly

About Gladly

For business leaders who want to get AI right, Gladly is the customer experience AI that delivers necessary cost savings and customer devotion that drives lasting business value. Trusted by customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, engaging customers and turning every conversation into lasting relationship equity.

Gladly maintains one continuous conversation across all channels while striking a balance between AI and human connection. With over 450M conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, our platform enables high-impact work at scale.

The Team

The AI Deployment Engineering team is at the forefront of every new AI rollout at Gladly, working hands-on with strategic customers to implement, optimize, and expand their use of our AI. The culture is collaborative and experimental. 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 high resolution rates. Your goal is to help customers automate more of their customer experience, reduce handle time, and gain measurable value from Gladly’s AI while building consumer devotion.

You will connect APIs, write actions, workflows, and guides that make AI useful, and communicate solution design back to non-technical stakeholders in plain language.

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.
• Determine data availability for use cases, identify appropriate 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 essential fields.
• Build workflows and guides that instruct Gladly’s AI on how to process information and respond to customers.

Optimization & Customer Success

• Own use cases end to end post-launch: monitor performance, optimize, and build new use cases that increase assist and resolution rates.
• Provide proactive status updates to customers and internal teams; partner with SAMs and Implementation Managers to align timelines.
• Participate in QBRs and EBRs to show progress and track customer value metrics.

Pre-Sales & Cross-Functional Partnership

• Partner with Solutions Engineering on pre-sales demos, and collaborate with Professional Services Engineering on complex custom work.

What We’re Looking For

• 3-5 years in a technical, customer-facing role (e.g., technical account management, solutions/sales engineering, support engineering, professional services, or forward-deployed engineering), ideally in SaaS, AI, or CX technology.
• Hands-on technical ability: comfortable reading API payloads, writing JavaScript for data transformations, working with REST APIs, JSON, webhooks, and using a CLI.
• Strong business analysis skills to convert customer goals into detailed requirements and solution architecture.
• Exceptional English communication skills (C1-C2 / business fluent).
• Strong interest in AI, prompt engineering, and workflow design.
• High degree of accountability and proactivity in managing commitments and customer communications.
• Based in Colombia, with the ability to work core US business hours or with significant timezone overlap.
• Pluses: CX, contact center, or CX SaaS background; forward-deployed or deployment engineering experience at an AI company.

Salary & Compensation

• Salary: $40,000 - $54,000 USD (paid in USD or COP depending on contract structure).
• Stock option grant eligibility under Gladly’s equity incentive plan.

Benefits

• Competitive salaries, stock options, and benefits
• Generous paid time off, parental leave, and home office stipends
• Fully remote work environment with occasional in-person team gatherings
• Professional growth opportunities in an inclusive, AI-first environment