ZenBusiness

• Build and maintain APIs that integrate generative AI models into production systems, with a focus on scalability and low latency. • Collaborate with cross-functional teams to identify use cases for generative AI, define requirements, and contribute to impactful solutions. • Implement and optimize workflows for model inference using large-scale pre-trained models. • Contribute to generative AI model pipelines, supporting monitoring and ongoing performance. • Conduct experiments to evaluate generative AI models against real-world performance metrics such as fluency, coherence, and factual accuracy. • Stay current with advancements in generative AI research and help integrate new techniques into the organization’s capabilities. • Support the reliability, scalability, and security of generative AI systems in deployment. • Document processes, architectures, and technical decisions to facilitate collaboration and future improvements.

• Own the logged-in customer experience at ZenBusiness, focused on customer retention and product engagement. • Define and drive the product roadmap for the logged-in Web & native app experiences, focused on engagement depth, repeat usage, and in-app monetization. • Partner with the Velo team to leverage AI business guide in the logged-in experience. • Collaborate with product managers to create a unified customer experience across multiple product offerings. • Identify and run experiments to lift core engagement, retention, and product-attachment metrics. • Act as the primary Product point of contact across product marketing, customer success, finance, and other teams to increase customer attach rate and retention.

• Work closely with Product, Engineering, Data, and Business teams to design and automate scalable customer lifecycle workflows (onboarding, engagement, retention, renewals). • Partner with Customer Success and Operations teams to replace manual processes with automation-first solutions. • Build systems that enable proactive engagement, segmentation, and lifecycle visibility. • Build and maintain integrations between Salesforce and internal/external systems using Workato or similar iPaaS tools. • Ensure integrations are reliable, scalable, and well-monitored. • Implement AI and automation to streamline workflows, improve productivity, and reduce manual effort. • Identify high-impact use cases and rapidly deliver automation solutions within Salesforce and integrated systems. • Integrate telephony and chat platforms with Salesforce to unify customer interaction data. • Triage and fix Production issues. • Translate business needs into efficient system configurations and automation.

• Lead discovery efforts to analyze complex business processes across product, sales, and customer success operations. • Translate ambiguous business needs into clear requirements, user stories, process maps, and system designs. • Break down high-level concepts into actionable deliverables (data maps, workflows, diagrams). • Act as a bridge between business and technical teams, ensuring shared understanding and alignment. • Partner with Product, Engineering, and Business Systems teams to design and enhance internal tools and platforms that improve operational efficiency and user experience. • Analyze data to identify trends, inefficiencies, and opportunities for optimization. • Identify opportunities to leverage AI (e.g., ChatGPT, Claude, Gemini) and automation to improve workflows, decision-making, and customer experience. • Help establish scalable frameworks for AI-driven process improvement and quality measurement. • Own and maintain high-quality documentation in Jira. • Build strong stakeholder relationships and communicate insights effectively to both technical and non-technical audiences.

• Manage your pipeline like your own business — generating, advancing, and closing opportunities through proactive outreach and effective follow-up. • Effectively close sales by connecting with current and prospective ZenBusiness customers and recommending tailored solutions that help them start, run, and grow their businesses. • Make a minimum of 60 outbound calls daily to prospective and existing customers to move deals forward and uncover new opportunities. • Provide a consultative, value-based experience in every interaction that builds trust and demonstrates the impact of ZenBusiness products and services. • Implement feedback from coaching sessions and leadership. Consistent improvement through openness to feedback is a must on this team. • Represent ZenBusiness with integrity and professionalism, following compliance guidelines while providing a best-in-class experience. • Maintain accurate, detailed notes in Salesforce and TalkDesk during and after each customer interaction. • Continuously build your product and industry knowledge to confidently speak to ZenBusiness solutions and the needs of small business owners. • Meet and exceed individual sales targets and quarterly team objectives. • Maintain consistency and excellence in every customer conversation.

• Create high-quality, predictable, observable code and deliver it to production • Own the delivery of new products by working iteratively with the design, engineers and product owners to define and deliver new functionality • Work in an agile, data-driven environment and have true ownership of the features you work on, from gathering requirements to delivering results • Use data-driven decision making to improve your code (logs, usage analytics, monitoring) • Serve as a technical leader and mentor for the engineering team, providing guidance and support to less experienced developers • Contribute to knowledge sharing and continuous learning within the team and across the organization

• Create high-quality, predictable, observable code and deliver it to production • Own the delivery of new products by working iteratively with the design, engineers and product owners to define and deliver new functionality • Work in an agile, data-driven environment and have true ownership of the features you work on, from gathering requirements to delivering results • Use data-driven decision making to improve your code (logs, usage analytics, monitoring) • Serve as a technical leader and mentor for the engineering team, providing guidance and support to less experienced developers • Contribute to knowledge sharing and continuous learning within the team and across the organization

• Define and measure conversation quality KPIs that align with product, support, and business goals. • Conduct systematic quality audits of AI conversations using both quantitative metrics and qualitative assessment, flagging conversations that went well and those that need improvement. • Analyze conversation data to identify failure patterns, drop-off points, conversion blockers, and untapped sales opportunities. • Partner with product and engineering to translate analytical insights into specific improvements: prompt refinements, conversation flow redesigns or updates to logic for how our AI responds to queries. • Establish quality assurance processes and frameworks that scale with conversation volume. • Support the integration of conversational quality tools and frameworks into existing workflows and tooling. • Present findings and recommendations to leadership with clear narratives connecting AI performance to business outcomes. • Lead cross-functional initiatives. • Own the AI conversation quality testing strategy, define standards, performance benchmarks, and a long-term improvement roadmap.

• Analyze conversation transcripts and user feedback to identify areas of confusion, failure, and prompt leakage. • Work with the Customer Impact Team Product Lead to define and track conversational KPIs (e.g., resolution rate, containment rate, user satisfaction). • Optimize prompts and model selection for cost efficiency, response latency, and scalability in production environments. • Collaborate with the engineers to improve conversation-specific evaluation criteria (e.g., NLU accuracy, intent recognition). • Design and maintain evaluation frameworks to measure prompt performance using golden datasets and automated scoring (e.g., LLM-as-judge, rubric-based scoring, precision/recall of intent routing). • Implement guardrails to reduce hallucinations, prevent prompt injection, and ensure compliant, safe responses. • Collaborate on design, map, and implement complex conversation flows, including error recovery and contextual handoffs (escalation to human support). • Own the continuous optimization of system prompts and instructions for LLMs (Gemini, OpenAI) to ensure Velo's response is accurate, tone is consistent, and on-brand. • Design and optimize structured outputs, function calling, and tool-routing logic to ensure accurate data capture and downstream system integrations.

Who We Are We started our company to help others launch and run their own businesses, at any stage. The way we help is by keeping it simple and supporting entrepreneurs one step at a time. Put simply: our mission is to enable anyone to start, run, and grow their business while avoiding the common pitfalls that derail hopeful entrepreneurs. No more having to wade through forms, taxes, or ongoing state compliance.  We are a remote company based in Austin, Texas. We have team members from Florida to Oregon and all points in-between. Take pride in your work knowing that it shapes how people all across the country reach their goal of starting, running, and growing their business.   If the idea of helping people and working with a genuinely caring, supportive team excites you, then you’ve come to the right place. The Role Help shape the future of how engineers build, ship, and operate software. We're hiring a Staff Software Engineer to contribute to platform-wide initiatives across CI/CD, Kubernetes, and developer experience – with a strong emphasis on building and integrating AI tooling into everyday engineering workflows. Responsibilities Design, build, and scale AI-powered developer tooling: - Agentic coding and review workflows that use LLMs to analyze code, generate changes, and - collaborate via chat. - Policy- and guardrail-aware assistants that can comment, propose code changes, and safely - automate repetitive tasks. - Prompt libraries, instructions, and service manuals that make AI adoption effective and safe across teams. Contribute to the evolution of our CI/CD platform to be faster, more observable, and easier to adopt: - Build analytics and data pipelines to compare platform performance, baselines, and regressions. - Contribute insights that inform team-level improvements and broader platform decisions. Strengthen platform reliability and security in Kubernetes: - Improve cluster/app resiliency, rollout strategies, and priority classes for critical services. - Standardize Helm chart patterns, deployment practices, and IaC workflows. - Contribute to incident response playbooks, maintenance modes, and recovery patterns. Create paved paths and golden templates for developers: - Self-service software templates, CLI/automation enhancements, and bootstrap flows. - Clear docs, runbooks, and technical blogs that drive adoption and reduce support load. Mentor and grow: - Pair with teammates to land complex changes, champion TDD and code review quality, and uplevel practices within the team. - Anticipate and surface blockers, delays, and tradeoffs before they require escalation – keeping stakeholders informed and expectations aligned. Qualifications - Staff-level impact building platform capabilities with clear outcomes in developer velocity, reliability, and/or quality. - Deep experience in one or more of the following and working knowledge of the rest: - CI/CD systems and reusable pipeline components (e.g., GitHub Actions or similar). - Kubernetes, Helm, GitOps (e.g., ArgoCD), and infrastructure as code (e.g., Terraform). - AI for engineering: prompt design, multi-agent orchestration, safety/guardrails, and integrating LLMs into code and review workflows. - Data and analytics for platform decisions (e.g., Python/Node-based ETL, SQL/warehouses, lightweight dashboards). - Proficiency in at least two languages used for platform work (e.g., Python, TypeScript/Node.js, Bash); comfortable moving across stacks to ship end-to-end solutions. - Strong security and reliability instincts (secrets, least privilege, dependency hygiene, runtime hardening). - Clear, concise written communication – from crisp docs and service manuals to guides that accelerate adoption across the team. - Able to communicate effectively with a diverse team and external stakeholders; actively listens and ensures shared understanding. How we'll measure success - Faster, more reliable delivery pipelines and higher adoption of paved paths. - Measurable improvements to build/test times, failure triage, and developer feedback cycles. - AI tools that engineers choose to use – with clear quality, speed, and safety wins. - Repeatable templates and docs that reduce bespoke work and support burden. - Proactive communication that keeps projects on track and stakeholders aligned without escalation. Our Environment (examples, not requirements) - CI/CD: GitHub Actions (reusable actions, org-wide workflows), artifact management, quality gates. - Platform: Kubernetes, Helm, ArgoCD/GitOps, Terraform/IaC, service configuration patterns. - AI: agentic developer tools (Cursor, Claude Code, Codex, Windsurf, etc.), multi-agent workflows, prompt libraries, and guardrail frameworks. - Data: Python or Node.js for ETL and analysis; SQL/warehouse for build/run analytics and reporting. Remote Culture. A great company culture leads to happy employees, and happy employees lead to happy customers. We provide our employees with good salaries, benefits, equity, and interesting challenges that have a positive impact.  Let’s stay connected! We believe in staying connected, and we have a weekly “All Hands” meeting every week. We also have a social committee that hosts frequent events. We’ve held a virtual talent show, costume competitions, monthly lunch and learn series, Hackathons and more!  Benefits.  The company offers various benefits to employees and their dependents, including medical, vision, dental, disability, and life insurance, as well as parental and military leave. Other benefits include an employee assistance program, 401k + match, annual bonus, pet insurance, and RSUs. Paid parking* and 10 paid holidays are also provided.  Diversity, Equity and Inclusion. We believe in diversity, equity & inclusion. At ZenBusiness, every voice counts no matter your race, ethnicity, gender, sexual orientation, age, location, or background. We celebrate the diversity of our teams, knowing that our products, services, and customers thrive best when we lean into and celebrate our differences. Please check out our careers' page to learn more about our culture, benefits, and open opportunities. *applicable to in-office employees