AI Automation Engineer

We are looking for an analytical, automation-driven, and technically versatile professional who thrives at the intersection of AI systems, workflow automation, and customer operations. The AI Automation Engineer combines deep technical expertise in LLM-powered agents and REST API integration with a clear understanding of customer service workflows — building intelligent systems that transform how support operates at scale. The ideal candidate moves fluidly between designing a multi-agent architecture, building an N8N automation workflow, iterating on an LLM prompt, and integrating elements like API calls in data pipelines — all while keeping the end-user experience and operational excellence at heart. They take full ownership of projects, document as they go, and know how to unblock themselves. MAIN RESPONSIBILITIES: AI Agent & Automation Development • Design and build multi-agent AI systems integrating LLMs for end-to-end customer-facing workflows: email triage, refund processing, escalation logic, voice bot interactions. • Develop and maintain N8N automation workflows. Mid knowledge of python and javascript are required for code node scripting. • Integrate voice AI platforms (e.g. Retell AI, ElevenLabs, ConnexAI, Vapi, BlindAI, etc.) with custom prompt logic for call bot behaviour, customer handling, and multi-step flows. • Classify and prioritize automation use cases based on business impact, technical complexity, and urgency. • Ensure every automated workflow reflects high-quality communication standards, SLA adherence, tone consistency, and operational resilience. API Integration & Technical Analysis • Define, document, and test REST APIs for integration with CRMs, helpdesk platforms (Freshdesk), and internal systems across multiple product versions. • Perform initial technical assessments of integration issues by reviewing API responses, logs, configurations, and system outputs to detect errors or inconsistencies. • Build and manage comprehensive API test suites in Postman and N8N, covering edge cases and structured regression scenarios. • Collaborate with Development, Product, and QA teams to reproduce, diagnose, and escalate complex technical issues efficiently and with complete context. • Participate in regular syncs with technical leads to identify recurring automation gaps and drive process improvements. LLM Prompt Engineering & Structured Outputs • Craft and iterate on LLM prompts for structured output generation — including JSON schema enforcement, multi-category classification, sentiment analysis, and application reference extraction. • Debug and improve AI pipeline outputs, addressing inconsistencies in model responses. • Apply knowledge of AI delegation and orchestration patterns to design reliable, scalable agent workflows. Process & Knowledge Improvement • Identify recurring workflow gaps or automation opportunities and propose preventive or optimisation actions. • Contribute to internal technical documentation, API specs, runbooks, and workflow guides to improve team efficiency and knowledge sharing. • Support onboarding and upskilling of new team members on automation tools, AI systems, and integration patterns. • Collaborate with cross-functional teams on initiatives that enhance the customer experience and streamline operational workflows. Requirements Education & Experience • Minimum 2 years of experience in AI automation engineering, backend integration, or technical roles in digital or SaaS environments. • Proven experience building and maintaining automation workflows in N8N or equivalent platforms (Zapier, Make, etc.). • Hands-on experience working with REST APIs — design, integration, testing, and documentation. Building APIs is a plus. Nice to have: Background in Customer Service or Support operations is a plus, providing valuable context for automation design. Technical Knowledge • Deep understanding of REST API design principles — HTTP semantics (GET, POST, PUT, PATCH), status codes, request/response structuring, and versioning. • Proficiency with N8N: webhook debugging, dynamic base URL configuration and AI node integration. • Experience with ZenDesk, HelpScout, Freshdesk or LiveAgent CRM platforms, and customer support tooling for API integration. • Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Sonnet, Opus), GPT, and similar models. • Proficiency with Postman for API testing, test suite management, and environment configuration. • Familiarity with voice AI platforms such as Vapi, Bland AI, ElevenLabs, ConnexAI, Retell AI or equivalent for call AI Agent development. • Solid understanding of JSON data structures, API response parsing, and structured output validation. • Working knowledge of JavaScript and Python. Nice to have: Familiarity with multi-agent orchestration frameworks (LangGraph, CrewAI, AutoGen) or academic interest in AI delegation patterns. Skills • Str