Automation Engineer 3 - Technical Support

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Summary Description

The AI Automation Engineer 3, Support Systems designs, builds, tests, and optimizes AI-driven support workflows across Forethought, Salesforce Service Cloud, Knowledge, Jira, and related support systems. This role helps increase AI resolution, improve deflection, reduce manual triage, strengthen routing accuracy, and enhance customer experience through reliable, governed, and measurable AI automation.

What Your Impact Will Look Like

• Improve customer experience by enabling faster, more accurate, and more effective AI-supported support interactions.
• Increase automation effectiveness through higher AI resolution rates, better deflection outcomes, and reduced manual triage.
• Strengthen support operations by improving routing accuracy, escalation handling, and safe human handoff behavior.
• Enhance decision-making with measurable reporting and performance insights across AI workflows and support systems.
• Help ensure scalable, governed, and production-ready AI automation through strong testing, auditability, and privacy-conscious controls.
• Design AI agents and workflows for intake, triage, routing, case qualification, resolution, escalation, and customer updates.
• Build, test, and continuously improve Forethought Autoflows, intents, fallback logic, Solve, Triage, Assist, Discover, and Agent QA use cases.
• Partner with Business Systems to connect AI outputs to Salesforce fields, queues, case statuses, contact validation, entitlements, and reporting.
• Create and configure API-based workflows, webhooks, Salesforce Flows, low-code automations, and system integrations.
• Develop test sets and UAT plans to validate AI responses, routing accuracy, grounding, customer experience, and safe handoff behavior.
• Analyze case data, customer sentiment, fallback patterns, and AI failures to identify knowledge gaps and automation opportunities.
• Monitor AI performance and produce recurring reporting on AI resolution, deflection, fallbacks, misroutes, reopens, and customer impact.
• Implement governance controls for privacy, sensitive data, CJI or CJIS risk signals, auditability, human handoff, and rollback readiness.
• Partner with Support, Support Operations, Product, Engineering, Customer Success, Business Systems, Knowledge, and vendors to move AI initiatives from idea to production.

Knowledge/Skills/Abilities

• Working knowledge of Salesforce Service Cloud, including cases, queues, fields, flows, statuses, reports, and user permissions.
• Understanding of AI agents, LLM workflows, prompt behavior, grounding, fallback logic, testing, and production monitoring.
• Hands-on experience with APIs, webhooks, workflow automation, and low-code or pro-code integration patterns.
• Strong analytical skills with the ability to identify trends across case data, customer sentiment, support volume, and automation performance.
• Strong QA mindset, including experience defining test cases, UAT plans, acceptance criteria, and release readiness.
• Ability to document workflows, requirements, runbooks, and decision logic clearly for both technical and non-technical audiences.
• Strong cross-functional communication skills and the ability to partner effectively with Support, Product, Engineering, Business Systems, and vendors.
• Technical capability in Python, JavaScript, SQL, or analytics tools for coding, validation, reporting, and automation support.

Experience/Credentials:

• Experience building or supporting automations, integrations, AI workflows, support systems, or customer operations platforms.
• Experience with Forethought or comparable AI customer support platforms.
• Experience with Salesforce Flow, Apex, MuleSoft, external services, or similar integration frameworks.
• Experience with Jira workflows, bug intake, product escalation, and engineering handoff processes.
• Experience with knowledge management, KCS, support content quality, or self-service optimization.
• Experience in SaaS technical support, customer support operations, or contact center technology.
• Familiarity with privacy, compliance, sensitive data handling, or CJIS-related control concepts.

You Will Love This Job If You Have

• You enjoy building practical AI solutions that improve support outcomes and customer experience.
• You are energized by solving complex workflow, routing, and automation challenges across connected support systems.
• You like working across technical and operational teams to move ideas from concept to production.
• You value testing, governance, measurement, and continuous improvement in AI-enabled experiences.
• You are motivated by using data, knowledge, and automation to reduce friction for both customers and support teams.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.