Staff Software Engineer, AI & Automation

About this role

About Gladly
For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world's most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.


At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 300M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT scores, this is a team where your work has real impact at scale. Learn more at www.gladly.ai.


The Team
The AI Knowledge team owns the surface that makes Gladly's AI actually useful. Our AI is only as good as what it can see and what it can do, and we control both. We build the integrations that give the AI real-world context (customer data, product catalogs, external systems) and the integrations that let it take action on a customer's behalf. If the AI can look up an order, check inventory, or trigger a return, our team built the path.


We provide all the Knowledge and Connectors that our AI needs to be effective. We are a small, senior team that ships fast, debates openly, and goes deep on root causes. We over-communicate, we care about the craft, and we expect a lot of each other. If you want a front-row seat to how AI gets applied in a real product at real scale, this is the team.


The Opportunity
We are looking for a Staff Software Engineer, ideally bordering on Principal, to be the most senior individual ...