- New York, New York, United States
- $123K–$193K per year
- 3–5 years
Lead technical engagements and build AI-first service solutions for enterprise customers, guiding adoption of Atlassian’s AI-powered Service Collection.
Compensation
In The United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are: Zone A: $147,600 - $192,700 Zone B: $133,200 - $173,900 Zone C: $122,508 - $159,941
Responsibilities
- Assess customers’ service maturity and AI readiness across IT Service Management, Enterprise Service Management, and Customer Service Management.
- Design AI-first service workflows, including conversational request channels in Slack and Teams, multi-tier queues, change risk models, and Assets/CMDB schemas.
- Configure and fine‑tune Rovo Service Agents for automated triage, deflection, smart routing, and context generation.
- Help customers move from pilot to production, validating deflection rates, agent accuracy, SLAs, alerting, on‑call processes, and automated change policies.
- Establish continuous learning loops for service teams to monitor, refine, and scale AI agents independently.
Requirements
- ITIL 4 Foundation certification