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 Strong analytical and problem-solving abilities, with a structured, detail-oriented appro