AI Enablement Engineer (Professional Services, COGS, Support)

Description

About CivicPlus

At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.

Your Impact

As an AI Enablement Engineer, you will help CivicPlus turn AI into practical, secure, and scalable solutions that improve productivity, quality, and decision-making across the business. You’ll partner across Professional Services and Tech Support teams to identify high-value opportunities, build AI-powered tools and workflows, and support adoption in a way that aligns with company standards, governance, and business goals.

This role accelerates implementation and improves customer-facing efficiency across Professional Services and Tech Support.

What you'll do

• Design, build, and maintain AI-enabled tools, workflows, and internal automations that improve team efficiency and business outcomes.
• Partner with cross-functional stakeholders to identify high-value AI enablement use cases across product development, operations, support, and internal business functions.
• Develop integrations between AI services, internal systems, and third-party platforms using APIs, scripting, and automation frameworks.
• Translate business problems into scalable technical solutions, including prompts, orchestration logic, data pipelines, and supporting applications.
• Establish and follow best practices for responsible AI usage, including security, privacy, data handling, testing, monitoring, and documentation.
• Evaluate emerging AI tools, models, and platforms and recommend practical solutions aligned with CivicPlus needs and architecture.
• Collaborate with engineering and data teams to ensure reliable access to the data, services, and infrastructure needed to support AI-enabled solutions.
• Create and maintain documentation, technical standards, and reusable patterns that support sustainable AI adoption across teams.
• Troubleshoot and optimize existing AI automations and integrations to improve reliability, performance, cost-effectiveness, and user experience.
• Provide technical guidance, training, and enablement support to internal teams adopting AI-powered tools and workflows.
• Participate as a collaborative member of an Agile team and contribute to continuous improvement of engineering practices and delivery standards.
• Perform other duties as assigned.
• Build solutions that accelerate implementation projects (project setup, project assistant, knowledge surfacing).
• Improve support ticket triage and AI-assisted resolution - meaningful resolution time reduction is a primary outcome.
• Operate as a centralized resource serving Prof Services and Tech Support during transition; gradually move closer to COGS over time.
• Coordinate on overlap with WBD call review and customer-facing AI tooling.
• AI Capabilities
  • AI-forward mindset with a demonstrated ability to leverage AI tools to improve productivity, decision-making, and work quality.
  • Demonstrated ability to effectively use AI tools to enhance productivity and outcomes.

What we’re looking for

• Bachelor’s degree in computer science, engineering, information systems, or a related field preferred; equivalent work experience may be considered.
• 5-8 years of experience in software engineering, automation engineering, data engineering, machine learning engineering, solutions engineering, or a similar technical role.
• Experience building or supporting AI-enabled workflows, automations, internal tools, or system integrations.
• Proficiency in at least one scripting or programming language such as Python or JavaScript.
• Experience working with APIs, integration patterns, and structured and unstructured data.
• Familiarity with modern AI/ML concepts, including large language models, prompt design, evaluation, and model or service integration.
• Experience with cloud platforms and developer tooling used to deploy, monitor, and maintain technical solutions.
• Strong problem-solving skills and the ability to balance speed, quality, security, and maintainability.
• Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.
• Experience documenting workflows, standards, and technical solutions for long-term maintainability.
• Preferred experience with workflow automation platforms, data pipelines, governance controls, experimentation, or internal enablement and change management.
• Preferred experience supporting responsible AI practices, model evaluation, or AI operations in a business environment.
• Experience automating implementation, services delivery, or technical support workflows.
• Familiarity with knowledge bases, ticketing systems (Zendesk, Salesforce Service Cloud, similar), and customer-facing operations.

Nice to Have:

• Prior services delivery, technical support, or implementation operations background.
• Experience with AI-assisted ticket triage, deflection, and resolution tooling.
• Comfort working across a cohort of technically inclined non-engineers and accelerating their work.

Why CivicPlus

• Build practical AI solutions that have visible impact across teams and business functions.
• Help shape how AI is adopted responsibly, securely, and sustainably across CivicPlus.
• Partner with cross-functional teams to solve meaningful problems and improve how work gets done.

Compensation and benefits

• Estimated Salary Grade Range: $119,100 - $181,100
  • Anticipated hiring range: $140,000 - $145,000
  • The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
• Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.

Our Hiring Process

• Introductory call with Talent Acquisition
• Interview with the Hiring Manager
• Panel Interview with CivicPlus team members, including an interview project activity
• Offer

Note: The process may vary slightly depending on the role.

Additional Information

• CivicPlus is currently unable to provide visa sponsorship for this position now or in the future. Applicants must be authorized to work in the US.
• We encourage you to apply as soon as possible, as applications will be reviewed on a rolling basis, and the posting may close earlier at the discretion of the Talent Acquisition team.
• At CivicPlus, we embrace AI and automation as tools that help people work smarter, move faster, and focus on higher-value work that strengthens communities. We encourage thoughtful, responsible use of technology to improve efficiency, support innovation, and enhance the employee and customer experience-while keeping human judgment, collaboration, and accountability at the center of what we do.

Equal Opportunity Commitment

CivicPlus is proud to be an Equal Employment Opportunity employer. We celebrate and support diversity for the benefit of our employees, products, clients, and communities. Reasonable accommodations are available during the interview process.