Sr Customer Experience AI Engineer
Epay Policy · Austin, TX
About this role
## Sr Customer Experience AI Engineer ### About ePayPolicy ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments—moving from manual, outdated payment collection to modern payment tools. Our secure online ACH and credit card payment page is the core product, supported by an integrated suite of features (e.g., point-of-sale financing, payables network tools, and check reconciliation) within a single dashboard. We also provide expert live support and maintain an industry-leading **97% customer retention rate**. Founded in 2014, our growing team is based in **Austin, TX** with clients across all 50 US states. ### Role Overview You’ll design, build, deploy, and operationally manage AI systems and automations that make our Customer Experience more effective and scalable—from **onboarding through ongoing engagement and expansion**. You report to the **Chief Customer Officer** and own end-to-end delivery of customer AI initiatives. ### What You’ll Do **1) Build intelligence that powers decision-making** - Design and deploy AI systems that provide real-time customer health data, predictive insights, intelligent prioritization, and other CX insights. **2) Create digital experiences that multiply expertise** - Develop automations and digital touchpoints that handle repeatable work. - Integrate experiences with **Salesforce**, support systems, data infrastructure, and related systems. **3) Extract requirements and translate them into systems** - Partner with stakeholders to understand real CX problems and design solutions that solve them. - Navigate architecture decisions and collaborate with IT on tooling and data access. - Expect your stack to evolve over the next 12 months—flexibility and judgment matter. **4) 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. - Shipped products, supported real users, and maintained systems in production. - Ability to work independently across **data, APIs, and integration points**. - Track record translating ambiguous business requirements into clean technical solutions. - Experience with automation workflows and integration platforms; understand tradeoffs between build, buy, and integrate. - Intellectual honesty: flag feasibility/ROI issues and simpler alternatives. **Nice to Have** - Experience with customer success platforms or analytics tools. - Familiarity with insurance, fintech, or payment processing (not required). ### Why This Role Matters You’re building the data and automation layer that enables CX teams 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 measurable impact on customer outcomes and company strategy. ### Why ePayPolicy - Competitive salary - Comprehensive benefits package (employer-paid basic life and disability premiums) - 401K - Flexible Paid Time Off (FTO) - Quarterly company-sponsored **“ePayItForward”** initiatives - Supportive, inclusive culture with a focus on work/life balance - Fully-stocked kitchen; **lunch stipend** when working onsite - Open communication and room for ideas - Huge opportunity for growth ##
Listing freshness
CronJobs last confirmed this listing 1h ago. If its source stops confirming the opening for seven days, this page is removed from active inventory.