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Salary: USD 150,000 - 220,000 / annual
Gametime is a live-experience platform that helps people discover and access events across the US and Canada. You'll be the first AI Engineer embedded within the Operations (CX) teams, working directly with Fan Ops and Marketplace Ops specialists to make AI the default mode of operation—not an occasional tool.
Your core mission is to multiply what ops teams can do by designing and building production-grade agentic workflows that automate repetitive, analytical, and operationally complex tasks. Examples include fan issue triage and routing, AI-assisted response drafting, refund and dispute resolution, seller risk scoring, event cancellation handling, and SLA monitoring. You'll integrate with Gametime's internal and external data systems to build tools that operate at scale.
This is a hands-on, move-fast, build-first role. You'll own the full lifecycle of what you build—from design through production deployment, monitoring, and iteration. Success is measured by the number of workflows you've permanently transformed and the degree to which operators reach for AI tools first.
Key responsibilities:
- Identify high-leverage workflow transformations by deeply understanding how stakeholders work and what slows them down
- Design and build agentic workflows for fan issue triage, response drafting, refund resolution, risk scoring, and SLA monitoring
- Integrate with internal and external data systems to operate at speed and scale
- Build tools non-technical teammates can actually use (clean UIs, Slack interfaces, scheduled agents, knowledge retrieval systems)
- Coach operators through a progressive journey: awareness → first win → regular AI integration → workflow transformation → self-sufficiency
- Recognize patterns and systematically scale what works across Fan Ops and Marketplace Ops
- Teach operations teammates how to work with AI tools, build automations, and think in workflows
- Explore and evaluate new agentic frameworks, LLM capabilities, and AI tooling as the space evolves
- Help define the model for AI-embedded engineering across Gametime's broader Operations org
What success looks like in 90 days: You've shipped production agents that Fan Ops and Marketplace Ops teams use weekly without your involvement. You've materially reduced manual resolution time, improved fan satisfaction metrics, and freed up operator capacity. Multiple teammates can build and modify automations themselves and start new tasks by reaching for an AI tool first.
REQUIREMENTS:
Required:
- 4+ years of technical operations or software engineering experience, with at least 1 year building production LLM or agentic systems
- Experience building and deploying tools that non-engineers use in production (not just internal dev tooling)
- Ability to work closely with non-technical stakeholders, translate domain knowledge into technical requirements, and communicate what you've built in plain language
- Demonstrated experience coaching or enabling others—formally or informally—with evidence that people you've helped actually changed how they work
- Comfort with ambiguity; ability to work from "here's the problem" rather than "here's the spec"
Preferred:
- Experience in customer operations, CX tooling, trust and safety, or marketplace operations contexts
- Background in ticketing, e-commerce, or two-sided marketplace environments
- Familiarity with support tooling platforms
- Familiarity with RAG pipelines, vector databases, and evaluation frameworks—particularly for knowledge retrieval and automated response generation
- Experience with data tools (SQL, dbt, Snowflake) to pull your own context without needing a data analyst
- Prior experience in an embedded or cross-functional engineering role
- Background in consulting, solutions engineering, or other client-facing technical roles where you had to earn trust before transforming how someone works
