Customer Automation Engineer

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not specified

Siena is developing enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform. This role is for a Customer Automation Engineer who will be responsible for AI prompt engineering, automation setup, custom API integrations, quality assurance, and project/change management to drive customer success and internal efficiency. The ideal candidate has experience in prompt engineering, various AI tools, and API integrations.

About Siena

Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform. If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.

AI-First Philosophy

At Siena, AI isn't just a tool—it’s embedded in our DNA. We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively. Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day.

About the Role

The Customer Automation Engineer will report to the Manager of Partner and Implementation Services. This role involves working closely with cross-functional teams – including Customer Success, Sales, Managed Services, and Product & Engineering – to align automation initiatives with both customer goals and product capabilities.

Responsibilities

• AI Prompt Engineering & Testing:
  • Translate complex customer SOPs into agentic workflows.
  • Conduct thorough agent testing and validation.
• Proactive Automation Leadership:
  • Identify and implement automation opportunities across all customer touchpoints.
  • Actively monitor for inefficiencies and propose automatable solutions.
• Project Management:
  • Complete tasks on schedule and communicate updates to internal and external stakeholders.
• Quality Assurance:
  • Review and test automated conversations to ensure accuracy and reliability.
• Technical Integrations:
  • Build and configure automation workflows, including API integrations and workflow orchestration.
  • Ensure all integrations are properly tested.
• Feature Enablement Focus:
  • Translate Siena’s feature roadmap into real customer value through effective implementation of new features.

Who You Are

• Experience:
  • 2+ years of experience in technical onboarding, implementation, CSM, or CX operations in a B2B SaaS environment.
  • Experience in AI prompt engineering.
  • Strong API development and integration skills (preferred).
  • Proficiency with automation tools like Zapier and Gumloop.
  • Experience with tools like Cursor AI for prototyping.
  • Quality assurance/testing experience, especially in conversational AI.
  • Project and change management experience.
• Skills & Mindset:
  • Customer-centric mindset and a strong desire to improve customer experiences through technology.
  • Passionate about AI-driven automation and eager to continuously learn and adopt new tools and approaches.
  • Proficiency with ChatGPT, Claude, and other LLMs for research, documentation, and workflow optimization.
  • Detail-oriented and quality-driven, able to critically test and validate solutions to ensure reliability.
  • Self-motivated team player who can effectively collaborate across departments and also tackle projects independently.
  • Excellent communication and stakeholder management skills.
  • Creative problem-solving skills, with the ability to craft custom workarounds when standard automation isn't possible.
  • Thrives in a fast-paced startup environment and adapts quickly to change.

Please Don’t Apply If You…

• Expect every process to be polished and every tool perfectly set up.
• Need a lot of structure to operate.
• Don’t enjoy teaching or running 1:1 sessions.
• Are easily frustrated by ambiguity or fast iteration.