Senior AI Designated Support Engineer

Location: Seattle, Washington; Atlanta, Georgia; Hoboken, New Jersey; Richardson, Texas; or Sandy, Utah, United States. Hybrid preferred in Seattle; remote considered.

Company

hirify.global develops AI, cloud, and digital software for customer experience, financial crime prevention, and public safety, serving more than 25,000 businesses across 30+ countries.

What you will do

• Serve as the primary technical support partner for a portfolio of enterprise customers and build trusted relationships with technical and operational stakeholders.
• Conduct account reviews, identify trends and risks, and help customers maximize the value of their hirify.global investments.
• Troubleshoot complex issues across hirify.global CXone and related applications, including routing, telephony, analytics, integrations, APIs, and platform performance.
• Coordinate escalations with subject-matter experts and Engineering teams, driving issues through resolution while maintaining clear customer communication.
• Use AI-powered tools to accelerate investigations, review recommendations, identify account opportunities and risks, and improve support automation.
• Share customer feedback with Product and AI teams, contribute to knowledge management, define support best practices, and mentor peers.

Requirements

• 6+ years of experience supporting enterprise SaaS, cloud, CCaaS, or contact center technologies.
• Experience owning customer-facing technical relationships and managing complex escalations.
• Strong troubleshooting, problem-solving, and cross-functional coordination skills.
• Familiarity with APIs, integrations, logs, and platform diagnostics.
• Ability to communicate effectively with technical and business stakeholders.

hirify.global-to-have">hirify.global to have

• Experience with hirify.global CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms.
• Technical Account Management experience.
• Knowledge of ACD, IVR, omnichannel routing, workforce solutions, or CRM integrations.
• Experience using AI tools in technical support or customer-facing environments.

Culture & Benefits

• Supportive leadership focused on investment in people, collaboration, and growth.
• Partnership with experienced technical leaders and enterprise brands.
• Opportunity to help establish a new operating model for AI-powered enterprise support.
• Equal opportunity employment environment.