Sr Customer Experience AI Engineer

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our *almost* [5-star customer reviews](https://www.g2.com/products/epaypolicy/reviews).) **How do we do it?** With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard. Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them. Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future. We're building an adoption-focused customer experience organization designed to scale. AI is foundational to our strategy. You'll design, build, deploy, and operationally manage AI systems and automations that make our customer experience more effective and scalable across the entire lifecycle, from onboarding through ongoing engagement and expansion. You report to the Chief Customer Officer and own end-to-end delivery of customer AI initiatives. Your work directly enables our core thesis: customers who adopt and use our product to its full potential thrive. You'll build the infrastructure that helps our teams serve them better. ## What You'll Do ### Build Intelligence That Powers Decision-Making Design and deploy AI systems that equip every Customer Experience team with real-time customer health data, predictive insights, intelligent prioritization, and other insights. A Value Realization Manager sees a customer whose transaction volume just dropped 15% year-over-year and gets immediate visibility into why and what to do about it. An Account Manager sees expansion opportunities ranked by likelihood and fit. ### Create Digital Experiences That Multiply Expertise Develop automations and digital touchpoints that handle repeatable work so our teams can focus on complexity and relationships. A customer gets guided through onboarding without manual handholding. A support agent sees integrated context from multiple sources and gets suggested next responses. You own how these experiences integrate with Salesforce, support systems, our data infrastructure, and other related systems. ### Extract Requirements and Translate Them Into Systems Work with stakeholders across the Customer Experience organization to understand their actual problems, then design solutions that genuinely solve them. Navigate your own technical decisions on architecture and collaborate closely with IT teams on broader tooling and data access decisions. Your stack will shift over the next 12 months, so flexibility and judgment matter more than depth in any single tool. ### Ship Iteratively and Own the Full Lifecycle Build, measure adoption and ROI, iterate based on user feedback, and maintain systems in production. Deploy, monitor, handle bug fixes, and optimize as business requirements change. ## What You'll Bring ### Required - 3-5 years building customer-facing or operational AI/automation systems in the CX space. You've shipped products, supported real users, and maintained systems in production. - Ability to work independently across data, APIs, and integration points. - Track record of extracting ambiguous business requirements and translating them into clean technical solutions. - Experience with automation workflows and integration platforms. You understand tradeoffs between build, buy, and integrate. - Intellectual honesty. You'll flag when a business ask isn't technically feasible, when ROI doesn't justify the effort, or when a simpler solution exists. ### Nice to Have - Experience with customer success platforms or analytics tools. - Familiarity with insurance, fintech, or payment processing (not required; you'll learn the domain). ## Why This Role Matters We're at an inflection point. You're not just building tools in isolation, you're building the data and automation layer that makes it possible for our team to serve customers at scale without sacrificing an exceptional customer experience. You'll have direct visibility with leadership, real ownership of what gets built and why, and measurable impact on customer outcomes and company strategy. **Why ePayPolicy** - Competitive salary - Comprehensive benefits package with employer-paid basic life and disability premiums - 401K - Flexible Paid Time Off Policy (FTO) - Company-sponsored quarterly “ePayItForward” initiatives - Supportive and inclusive company culture with a focus on work/life balance - Fully-stocked kitchen - Lunch stipend when working onsite - Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.) - Huge opportunity for growth *We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.* **Embracing AI at ePayPolicy** - At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual’s likeness without explicit consent. We value diversity here at ePayPolicy and understand the importance of creating a safe and comfortable work environment, encouraging individualism and authenticity in every member of our team. We strive to create an accessible and inclusive experience for all candidates. If you need an accommodation during the application or recruiting process, please submit a request to our team via this Interview Accommodation form: