Senior AI Automation Engineer, CS Ops - Moveworks at ServiceNow

About the Role We’re hiring a Senior AI Automation Engineer for Customer Success Operations. You’ll build the automation foundation that scales our CS organization to support 2–3x the number of Moveworks customers over the next 12 months—without scaling headcount linearly. This is a hands-on senior IC role: 75% building and deploying production systems, 25% architecting solutions and advising teams on automation best practices. You’ll work across both internal and customer-facing automations, using AI tools to build and deploy custom solutions that increase customer value while making our CS team significantly more efficient. You will focus not just on solving today’s problems but will build the automation playbook for how we operate at scale for the next few years. What You Will Do Build the AI Automation Foundation That Scales CS Architect and build the automation infrastructure that enables our Customer Success' teams ability to support 2–3x the number of customers. Create AI-powered tools that deliver insights at scale, automate mid-market and digital-touch engagement, and enable new operating models that drive best-in-class retention and cost-to-retain. Use AI to Transform CS Operations Use AI tools to build and deploy custom solutions for internal teams. Build plugins using Moveworks Agent Studio, create specialized assistants, and leverage analytics products to automate work for Customer Success, Professional Services, and Support. Our CS and PS teams are among the heaviest AI users in the Moveworks business unit and you’ll supercharge their capabilities with purpose-built tools and workflows. Enable Customer-Facing Automation and Value Delivery Your automations directly unlock our ability to spend more time with customers on what matters. By eliminating manual workflows around account research, insight delivery, and operational tasks, you free CS and PS to focus on building solutions with customers and driving adoption to help increase the value our customers realize from our products. Define the AI Automation Strategy Across Customer-Facing Teams Start with Moveworks Customer Success, then expand to Professional Services and Support. Build integrations with enterprise systems like ServiceNow and Microsoft Dynamics. Establish the patterns, platforms, and practices that scale across all customer-facing functions. You’re building the automation foundation and playbook for how we operate going forward. Ship Production Systems with High Cross-Functional Collaboration Partner with Moveworks Data Science on analytics pipelines, Finance on revenue automation, Security and Privacy on compliant integrations, and Product on platform capabilities. Work across systems like ServiceNow, Moveworks, Claude, Rocketlane, Outlook, and Snowflake to deliver impact. Day-to-Day Breakdown Build automation infrastructure (75% of your time) • Implement integrations across ServiceNow, Moveworks, Claude, Rocketlane, Outlook, and Snowflake to deliver impact. • Develop AI plugins, agents, and custom tools using Agent Studio and other AI tooling • Build and enhance automations that eliminate manual CS workflows and increase customer value • Ship production-ready solutions that scale with the businessArchitect and advise (25% of your time) • Design system integration approaches that are scalable and maintainable • Advise cross-functional partners on technical feasibility and best practices • Establish automation guidelines, standards, and patterns for future CS Ops engineeringPartner cross-functionally • Collaborate with Data Science on data pipelines and analytics integrations • Work with Security and Privacy to ensure compliant automation practices • Partner with Finance on billing, revenue, and financial system integrations • Engage with Product teams to leverage platform capabilitiesEstablish the foundation • As the founding automation engineer, define how we build, document, and maintain automations • Create knowledge and patterns that set up future CS Ops engineering for success • Identify and prioritize the highest-impact automation opportunities across internal and customer-facing workflows