Overview
Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.
We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.
We empower exceptional people to create extraordinary experiences together.
Bring your whole self.
Our IT Culture
We don’t expect to be perfect, but we are always proactively seeking out ways to help solve bottlenecks within our infrastructure and user community. We build strong relationships with team members around the globe. Medallia IT is a global, no-nonsense flat organization where the best ideas are implemented, no matter where they come from
We love technology and we are always after the latest technologies to learn and share with our team. We are not afraid of failing when we are experimenting with different technologies, development methodologies, and tools. We’ve got a culture focused on smarts, kindness, continual learning, and feedback
IT in Medallia is creating a world class delivery and capabilities organization that will simplify the landscape for support efficiency while, and Designing, Planning and delivering quality new solutions that are, cost effectively
The Role
As a Senior AI Systems Engineer specialized in AI Automation, Frameworks & Enterprise Integrations at Medallia, you will play a key role in shaping and scaling Medallia's internal AI-enabled automation capabilities across the enterprise. We are seeking an experienced and highly motivated Senior AI Systems Engineer to join our team. The ideal candidate will play a crucial role in shaping and executing the vision and roadmap of our internal AI automation and enterprise workflow orchestration initiatives. Beyond traditional automation responsibilities, this role requires strong experience with AI frameworks, workflow automation platforms, low-code/no-code orchestration tools, APIs, and enterprise systems such as n8n, Claude Code, ServiceNow, and modern AI services, ensuring a holistic approach to enterprise automation.
The Senior AI Systems Engineer will work closely with teams across IT, Security, Engineering, People, Finance, Support, and business operations, architecting, designing, building, and maintaining robust, scalable, and secure automation solutions that connect business systems, workflows, and services while maintaining governance, stability, and operational rigor.
Responsibilities- Serve as a key contributor in defining the vision, standards, and technical roadmap for internal AI automation and enterprise workflow orchestration within Medallia IT.
- Design and maintain scalable patterns for AI-enabled workflows, agentic orchestration, API integrations, prompt handling, logging, error management, and human-in-the-loop controls.
- Partner with Security, Legal, Privacy, and IT leadership to ensure automation and AI implementations align with governance, compliance, and enterprise security requirements.
- Help standardize the enterprise automation stack, including orchestration tools, integration patterns, connectors, approval flows, and observability practices.
- Evaluate platforms, frameworks, and vendors to support long-term maintainability, interoperability, and cost efficiency.
- Work directly with internal stakeholders to identify manual, repetitive, or high-friction workflows that can be improved through automation, integration, and AI-assisted processes.
- Build, test, deploy, and support workflow solutions using tools such as n8n, Zapier, ServiceNow, and other orchestration or integration platforms.
- Develop proofs of concept and production-ready solutions that demonstrate measurable business value, efficiency gains, and improved user experience.
- Translate complex business and technical requirements into scalable automations, system integrations, and service workflows.
- Design and maintain reusable components, templates, and integration patterns to reduce duplication and accelerate delivery.
- Architect and implement integrations between enterprise platforms such as ITSM, collaboration tools, identity systems, knowledge systems, ticketing platforms, and AI services.
- Build and maintain automation flows that leverage REST APIs, webhooks, event-driven triggers, database connectors, and secure credential handling.
- Support AI use cases involving LLM APIs, prompt orchestration, tool calling, workflow routing, contextual enrichment, and response validation.
- Collaborate with engineering and infrastructure teams to ensure automations are resilient, observable, and aligned with platform best practices.
- Contribute to environment setup, release processes, configuration management, and lifecycle maintenance for automation services.
- Monitor automation health, reliability, usage trends, error rates, and performance across platforms and workflows.
- Troubleshoot complex workflow failures, integration issues, API errors, authentication problems, and data handling gaps across systems.
- Establish support processes, technical documentation, runbooks, and operational standards for ongoing maintenance and service continuity.
- Identify opportunities to improve efficiency, reduce operational cost, simplify workflows, and increase platform adoption.
- Track platform usage and help optimize licensing, vendor utilization, and AI/API consumption where applicable.
- Partner with cross-functional technical and business teams to prioritize automation opportunities and align execution with Medallia IT goals.
- Present architecture recommendations, implementation plans, status updates, and technical proposals to both technical and non-technical stakeholders.
- Mentor peers and contribute to a culture of engineering excellence, operational discipline, and continuous improvement.
- Act as an escalation point for complex L3 issues related to workflow automation, orchestration, integrations, and enterprise platform logic.
- Work onsite at our office as needed to collaborate and drive initiatives forward; flexible work arrangements available otherwise.
Candidates based in the Buenos Aires vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.
QualificationsMinimum Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field, or equivalent practical experience.
- 4+ years of experience in systems engineering, platform engineering, enterprise applications, automation, or related technical roles.
- Demonstrated experience with enterprise workflow and automation tools such as Claude code, n8n, Zapier (optional), ServiceNow, or equivalent integration/orchestration platforms.
- Demonstrated experience designing and supporting complex integrations using APIs, webhooks, JSON payloads, authentication methods, and event-driven workflows.
- Practical experience working with modern AI services and frameworks, including LLM-based workflows, prompt design, automation logic, and tool orchestration.
- Demonstrated understanding of enterprise systems, service workflows, IT operations, and support models in complex environments.
- Demonstrated experience with scripting or automation using one or more languages such as Python, JavaScript, Bash, or PowerShell.
- Demonstrated troubleshooting skills across workflow logic, integration failures, API behavior, authentication, and platform dependencies.
- Demonstrated experience documenting technical designs, support procedures, runbooks, and operational standards.
- Ability to work from the office as needed and travel to various global offices for various projects as needed.
- English proficiency, both written and oral.
Preferred Qualifications - Experience implementing AI-enabled enterprise automation use cases across IT, support, operations, or business systems.
- Familiarity with agentic or orchestration frameworks such as LangChain, semantic workflow tooling, vector-backed retrieval patterns, or similar technologies.
- Experience administering or integrating with ServiceNow modules related to ITSM, request management, knowledge workflows, or catalog automation.
- Experience with SaaS integrations across systems such as Slack, Google Workspace, Microsoft 365, Jira, Salesforce, Okta, or similar enterprise platforms.
- Understanding of governance considerations for enterprise AI, including approval patterns, prompt/version control, access boundaries, auditability, and usage tracking.
- Experience with observability, monitoring, dashboarding, and reporting for workflow reliability, SLA performance, and platform usage.
- Familiarity with ITIL-based service delivery environments.
- Experience working in a fast-paced, flat, agile, and globally distributed organization.
- Certifications in ServiceNow, Azure, automation platforms, integration technologies, or relevant cloud/AI technologies.
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability, genetic information, veteran status or military service, or any other status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [email protected]. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.