Internal Systems Engineer (Applied AI)

impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. Reporting to the Manager of Customer Operations Systems, the Internal Systems Engineer (Applied AI) is a specialized, high-impact builder role dedicated to supercharging our Customer Operations teams (Support, Success, Onboarding, Implementation).

Responsibilities

Building AI-powered tools and agents integrating applied AI into workflows using modern frameworks; Consulting with business stakeholders to explain the art of the possible, guide logic and prompts, and own building/maintaining agentic workflows and tools; Building and maintaining a shared agent platform with templates, approved patterns, and deployment infrastructure for self-serve agent building; Building robust internal software, integrations, and automations such as custom FreshDesk widgets; Owning the full lifecycle of apps: building, hosting, monitoring, maintaining, and retiring them; Partnering with others to elevate pilots with engineering rigor, production infrastructure, and scale; Teaching and growing skills of non-technical colleagues

Requirements

Proven experience building, hosting, and maintaining applications and tools, comfortable writing clean functional code (Python, JavaScript/TypeScript, etc.) to solve operational problems; Deep experience working with REST APIs and ability to build connectors between distinct SaaS platforms to automate data flows and trigger actions; Hands-on experience with LLM orchestration frameworks (like LangChain or LangGraph), including understanding of MCPs, RAG pipelines, agentic workflows, DAG vs linear flows, engineering HITL systems, and real-world systems using these rails; Experience setting up and running evals for LLM outputs, building systems that grade, evaluate, and test AI responses (e.g., LLM-as-a-judge), and understanding CI/CD for AI systems and regression testing pipelines; Platform thinking with ability to design templates, abstractions, and deployment patterns that others, including non-engineers, can use; Systems thinking and process orientation with ability to map complex operational workflows and see how tools, teams, and data flows interact; Cross-functional collaboration ability to work with non-technical business stakeholders and teach non-technical people to build agents; Autonomous builder who is a self-starter in an agile environment; Relentless tinkerer who was first in current role to start building agents and has personal subscriptions to Claude, Gemini, ChatGPT, Cursor, etc.; Experience building custom apps or integrations specifically for Freshdesk or similar enterprise ticketing systems like Zendesk/Jira; Background working in or building tools for Customer Support, Customer Success, or Onboarding teams; Experience integrating with knowledge base platforms (like Gitbook or similar documentation sites); Proven experience taking automation projects from concept to deployment within a large, complex organization; Experience building internal platforms or developer tools that other teams use to self-serve; Experience with monitoring and observability for AI systems in production

Benefits

Medical, Dental, and Vision insurance; Office-only catered lunch every Thursday, healthy snack bar, and great coffee; Flexible spending accounts and 401(k); Responsible PTO policy and flexible work-life balance; Mental health and wellness benefit with up to 12 fully covered therapy/coaching sessions per year; Monthly gym reimbursement policy; Restricted Stock Units (RSUs) with 3-year vesting schedule; Free Coursera subscription and PXA courses; Parental leave: 26 weeks fully paid for primary caregiver and 13 weeks fully paid for secondary caregiver; Technology stipend for home office setup and monthly internet allowance; Additional 5% variable annual bonus contingent on Company performance