CX Maintenance Engineer

Who are we?

Ema is building the next generation AI technology to empower every employee in the enterprise to be their most creative and productive. Our proprietary tech allows enterprises to delegate most repetitive tasks to Ema, the Universal AI employee. We are founded by ex-Google, Coinbase, Okta executives, and serial entrepreneurs. We’re well-funded by the top investors and angels in the world. Ema is based in Silicon Valley and Bangalore. This will be a hybrid role where we expect employees to work from office three days a week.

Who are you?

The CX Maintenance Engineer will provide post-deployment support for Ema’s AI/Chatbot and Agent Assist solutions. This role focuses on ensuring high performance and continuous optimization of customer workflows while maintaining exceptional customer satisfaction.

You will:

Roles and Responsibilities

• Configure and integrate AI/GenAI workflows using platform APIs and customer data.

• Troubleshoot and resolve production issues related to platform APIs, data integration, and workflow configurations.

• Design, execute, and analyze A/A experiments to enhance workflow reliability and quality.

• Monitor workflow performance using observability dashboards and business metrics.

• Translate customer requirements into effective GenAI automation flows and refine prompts for optimized performance.

• Develop and automate repeatable steps in CX workflows to enhance efficiency.

• Maintain high CSAT scores through proactive customer communication and timely updates on workflow performance.

• Collaborate with cross-functional teams (Customer Success, Product, DevOps) to deliver seamless customer experiences.

Ideally, you'd have:

1. Experience:

   • 2+ years in technical support or customer success for SaaS or enterprise software.

   • Experience with AI/Chatbot or Agent Assist solutions is a plus.

2. Technical Skills:

   • Proficiency in troubleshooting production issues and diagnosing ML performance.

   • Familiarity with APIs (JSON, REST, SOAP) and integration with CRMs or ATS tools.

   • Knowledge of support metrics (FRT, AHT, TAT, CSAT) and reporting.

   • Competency in logging, dashboard creation, and alerting tools.

3. Soft Skills:

   • Strong problem-solving abilities in high-pressure situations.

   • Excellent communication skills for diverse stakeholder collaboration.

   • Customer-first approach with a focus on satisfaction and business needs.

Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.