• End-to-End Build: Configure intake forms, complex approval routing, conditional logic, and role-based permissions within Kissflow. • Data Architecture: Design data structures and field mapping to ensure clean, reliable reporting across all workflow steps. • Rapid Iteration: Implement changes quickly based on BA specs and stakeholder feedback. We value the ability to ship iterations fast. • Technical Troubleshooting: Identify and resolve issues involving routing logic, permissions, and edge cases. • Documentation: Create clear configuration notes and maintenance guidance for every workflow delivered.

• Translate solution designs and customer requirements into end-to-end workflows using gaiia’s workflow builder. • Implement orchestration logic (conditions, retries, fallbacks, compensations, parallelism) to handle real-world edge cases and partial failures. • Build reusable workflow patterns and templates so implementations scale across customers and vendors. • Write TypeScript code steps (data transforms, validations, custom logic) and keep workflows clean and testable. • Own workflow outcomes end-to-end: from discovery handoff → implementation → rollout → support. • Troubleshoot production workflow runs using logs/metrics and improve workflows based on real incidents and customer feedback. • Coach customers on workflow best practices for self-serve, capability boundaries, and expectation management. • Influence the Workflow Builder’s roadmap by sharing recurring needs (new integrations, SDK improvements, UI features, etc.).

• Configure and develop solutions within the IntelePeer CAP platform • Build and maintain SmartAgent conversational workflows • Assist with AI-driven voice automation implementations • Develop API integrations and data transformation logic • Support Smartsheet and list management integrations • Participate in workflow design and architecture discussions • Help implement reporting and analytics solutions • Work alongside PCG and client stakeholders during implementations • Troubleshoot production issues and optimize workflows • Learn additional AI and automation platforms as PCG expands services • Support healthcare and contact center automation initiatives

• 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. • 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.