Applied AI Engineer - Customer Experience

This role is for one of Weekday's clients

Min Experience: 0 years

Location: Gurgaon, Gurugram

JobType: full-time

At Shipsy, we're building proactive AI systems that anticipate and automate customer needs, reimagining customer experience beyond reactive support.

This role focuses on applied AI engineering to solve real customer challenges. You'll start with hands-on support to gain deep insights, then build intelligent automation.

Your Journey: From Understanding to Automation

Phase 1: Master the Domain (Months 1-6)

• Resolve customer support tickets, manage escalations, and troubleshoot complex issues for enterprise clients.
• Develop empathy for pain points through direct interactions.
• Analyze codebase, patterns, and business impact while solving problems.
• Identify repetitive tasks and build initial automation tools.

Phase 2: Architect the Future (Months 6+)

• Design AI agents using LLMs, agentic frameworks, and vector databases for automated resolutions.
• Create workflows for diagnosis, API interactions, and autonomous fixes.
• Deploy ML models for predictive detection, root cause analysis, and proactive outreach.
• Implement RAG, function calling, and multi-agent systems.

Key Responsibilities

Customer Success & Support (Phase 1 Focus):

• Resolve tickets via portal with timely, high-quality solutions.
• Handle escalations and troubleshooting for critical operations.
• Manage incident communications and technical explanations.
• Participate in on-call rotations across time zones.
• Own metrics: SLA adherence, first-call resolution, and satisfaction scores.

AI & Automation Engineering (Growing Focus):

• Deploy AI systems using modern frameworks.
• Build automation for multi-step scenarios.
• Develop predictive models for issue prevention.
• Create autonomous AI agents.
• Reduce manual support through automation.

Technical Innovation:

• Integrate AI tools to boost efficiency.
• Experiment and contribute to AI-first culture.
• Collaborate to embed customer learnings into the platform.

What We're Looking For

Mindset & Skills:

• Entrepreneurial spirit: Turn problems into transformative solutions.
• AI-first thinking: Excited to apply AI to business challenges.
• Customer obsession: Driven to create exceptional experiences.
• Systems thinking: Connect technical solutions to outcomes.
• Strong engineering fundamentals in Python, JavaScript, or similar.
• Knowledge of AI/ML, LLMs, frameworks, APIs, databases, and integrations.
• Familiarity with data analysis tools.

Bonus Points:

• Experience with AI agents, automation, or CX platforms.
• Background in data science, ML, or AI research.
• Time in fast-growing SaaS companies.
• Interest in logistics or enterprise software.