Senior AI Engineer, CX

Gametime

. Identify and document high-leverage workflow transformations across Fan Ops and Marketplace Ops .

Posted 9/19/2026full-timeRemote • United StatesSenior💰 $150,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and building agentic workflows, integrating AI tools, and coaching teams through workflow transformations. Proficient in deploying production systems that enhance operational efficiency and improve customer satisfaction.

Highest-signal resume keywords

LLM System DevelopmentAI Tool IntegrationWorkflow Transformation CoachingCustomer Operations ExperienceData Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical OperationsSoftware EngineeringProduction DeploymentAutomation BuildingKnowledge Retrieval SystemsSQLDbtSnowflakeRAG PipelinesVector Databases

Soft Skills

CommunicationCoachingCollaborationAdaptabilityStakeholder Engagement

Tools & Technologies

Support Tooling PlatformsSlack InterfacesScheduled AgentsAgentic FrameworksAI-Assisted Response Drafting

Industry Keywords

E-CommerceMarketplace OperationsCustomer Experience (CX) ToolingTrust and SafetyTicketing

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Identify and document high-leverage workflow transformations across Fan Ops and Marketplace Ops
Design and build agentic workflows for fan issue triage and routing, AI-assisted response drafting, refund and dispute resolution, seller risk scoring, event cancellation handling, SLA monitoring and escalation, and other operations tasks
Integrate with external and internal Gametime data systems
Build usable tools including clean UIs, Slack-based interfaces, scheduled agents, and knowledge retrieval systems
Coach operators through progressive AI adoption and workflow transformation
Recognize patterns and scale successful tools across Fan Ops and Marketplace Ops
Teach operations teammates to use AI tools, build automations, and think in workflows
Own the lifecycle from design through production deployment, monitoring, iteration, and impact
Evaluate new agentic frameworks, LLM capabilities, and AI tooling
Help define AI-embedded engineering across Gametime’s Operations organization
Ship production agents used weekly, reduce manual resolution time, improve fan satisfaction, and increase operator capacity

Requirements

What you’ll need

4+ years of technical operations or software engineering experience, with at least 1 year building production LLM or agentic systems
Experience building and deploying tools that non-engineers use in production — not just internal dev tooling
Ability to work closely with non-technical stakeholders, translate their domain knowledge into technical requirements, and communicate what you’ve built in plain language
Demonstrated experience coaching or enabling others — formally or informally — with evidence that people you’ve helped actually changed how they work
Comfort with ambiguity
Experience in customer operations, CX tooling, trust and safety, or marketplace operations contexts
Background in ticketing, e-commerce, or two-sided marketplace environments
Familiarity with support tooling platforms
Familiarity with RAG pipelines, vector databases, and evaluation frameworks — particularly for knowledge retrieval and automated response generation
Experience with data tools (SQL, dbt, Snowflake)
Prior experience in an embedded or cross-functional engineering role
Background in consulting, solutions engineering, or other client-facing technical roles

Benefits

Comp & perks

Competitive equity package
Flexible PTO
Medical, dental, and vision insurance
Life insurance and disability coverage
Family-forming benefits via Carrot Fertility
401(k) and HSA
$1,200 annual Gametime event credits
Company off-sites and wellness programs
Tenure recognition