Role Overview

As an AI Implementation Engineer at Sovos, you will design, build, and integrate AI-powered tools and automation to support Sovos' global customer support organization. You will turn experimental ideas into production-grade solutions, working closely with Conversation Designer, Salesforce, AI vendors, and internal analytics.

Responsibilities

• Prototype and build AI-powered tools, automations, and integrations for customer support use cases (agent assist, triage, summarization, knowledge retrieval).
• Advance prototypes from concept to production in days using LLM APIs, MCP, and lightweight integration patterns.
• Productionize successful prototypes by adding monitoring, error handling, access controls, and documentation.
• Integrate AI tooling with Salesforce (cases, knowledge, Experience Cloud), TheLoops, Ask Sovi, and internal data systems via APIs and webhooks.
• Build reliable data pipelines that feed AI a...