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DigitalGenius builds conversational AI for e-commerce customer service. The company's platform resolves customer issues end-to-end—detecting carrier problems, processing returns, issuing refunds, and proactively addressing issues before customers notice. Clients include On, Holland & Barrett, Huda Beauty, Universal Music Group, and others.
As a Solutions Engineer, you will own the technical delivery of AI-driven customer service implementations in the post-sales phase. You'll work closely with Product and Customer Success teams to translate business requirements into scalable, secure solutions on the DigitalGenius platform.
Key responsibilities include:
**Solution Design & Implementation**: Translate business requirements into technical solutions; configure workflows, AI agents, and integrations for complex e-commerce use cases; design and implement APIs and third-party integrations (OMS, carriers, helpdesk systems); prompt, tune, and evaluate LLM-powered components for classifications, extractions, guardrails, and generative replies.
**Technical Ownership**: Lead new use case implementation projects; ensure timely, high-quality launches with measurable automation impact; troubleshoot complex technical challenges across systems, data, and AI behavior.
**Customer Collaboration**: Partner with CSMs to align technical delivery with customer outcomes and ROI; advise customers on best practices, scalability, and AI strategy; support strategic expansions and advanced use cases.
**Product Partnership**: Provide structured feedback to Product based on real implementations; identify feature and capability gaps; participate in beta testing and model evaluations.
**Optimization & Innovation**: Continuously improve automation performance and AI accuracy; identify process improvements; contribute reusable assets, documentation, and best practices; build internal tools and agents to accelerate the SE team.
Required qualifications: AI-first mindset with genuine excitement about LLMs and applied AI; automation/workflow mindset to translate requirements into reliable flows; strong API and integration experience (Postman, JSON, webhooks, OAuth, error handling); hands-on Python experience shipping code used by others; strong communication skills explaining technical concepts to non-technical stakeholders; strong organizational and project management skills across multiple implementations.
Preferred: hands-on LLM experience (prompting, classification, guardrails, evaluation, LangChain, LlamaIndex, OpenAI/Anthropic SDKs); low-code/workflow automation experience (Zapier, Make, n8n, Tray.io, etc.); e-commerce/OMS exposure, especially Shopify; customer service platform experience (Zendesk, Salesforce Service Cloud); SaaS delivery background in implementations or technical support.
