Partner with Customer Success to identify and deliver AI use cases: build, test, and operationalize AI agents, automations, and workflows integrated with CS systems (Zendesk, Slack, Notion, CRM). Drive adoption through enablement, define KPIs, measure impact, and translate field intelligence into product and process improvements to move CS from reactive support to proactive operational intelligence.

Design, build, and maintain backend infrastructure and microservices enabling AI-driven features. Integrate AI models, develop APIs and data pipelines, ensure performance and resilience, drive engineering excellence, and mentor other backend developers.

Lead technical direction for HiBob's AI domain: design scalable AI and agentic architectures, own cross-team initiatives, drive decisions around LLMs, retrieval, tool calling, MCP and evaluation frameworks, mentor engineers, and ensure production-grade reliability and scalability.