AI Agent Builder

AI Agent Builder

Description

We are seeking a results-driven AI Agent Builder to design and implement intelligent automation workflows that enhance customer experience and operational efficiency across our Managed Services operations. This role will focus on building and optimizing agents within platforms such as Rewst, Kaseya Autotask, and Microsoft Dynamics, enabling smarter service delivery, faster resolution times, and more personalized client interactions.

Responsibilities

Automation & Workflow Engineering

• Build and maintain AI-powered agents and automation workflows using Rewst to streamline ticket handling, onboarding, and recurring service tasks.
• Develop integrations between Autotask, Microsoft Dynamics, and other MSP tools to enable seamless data exchange and automated actions.
• Implement logic-driven workflows that reduce manual effort and improve SLA adherence.

Customer Experience Enhancement

• Design agents that proactively communicate with clients, summarize ticket statuses, and provide intelligent recommendations.
• Use AI to personalize client interactions based on historical data, preferences, and service history.
• Monitor agent performance and client feedback to continuously improve experience quality.

AI & LLM Integration

• Leverage large language models (LLMs) to enhance agent capabilities such as summarization, classification, and contextual decision-making.
• Engineer prompts and retrieval strategies for agents interacting with structured and unstructured data.
• Ensure agents operate securely and ethically, with appropriate safeguards and auditability.

Collaboration & Documentation

• Partner with service delivery, support, and CRM teams to identify automation opportunities and pain points.
• Document agent workflows, logic, and integration points for internal knowledge sharing and scalability.
• Contribute to a library of reusable automation components and best practices.

Qualifications

• 3+ years of experience in technical field or discipline.
• Hands-on experience with Rewst, Kaseya Autotask, and Microsoft Dynamics (CRM or ERP modules).
• Proficiency in Python, Power Automate, or scripting tools used in workflow automation.
• Strong understanding of LLMs, prompt engineering, and API integrations.
• Experience with ITSM platforms (e.g., ServiceNow, ConnectWise, Autotask).
• Familiarity with cybersecurity, infrastructure management, and automation tools.

Work Environment

In most cases, work will be performed in a climate-controlled office space.

Travel

This position requires travel to all company locations. Travel, to include overnight travel, should be expected to occur at least monthly.

Position Type/Expected Hours

This is a full-time position.