Internal Systems Engineer (Applied AI)

About this role

impact.com seeks an Internal Systems Engineer specializing in applied AI to build and scale AI-powered tools, agents, and integrations for Customer Operations teams. This role focuses on creating practical AI solutions, developing a self-serve agent platform, and building robust internal software that accelerates the company's AI transformation across support, success, onboarding, and implementation functions.

What you'll do

• Design and build AI-powered agents and tools using modern LLM frameworks to automate workflows for support, onboarding, and implementation teams
• Create and maintain a shared agent platform with templates, patterns, and deployment infrastructure enabling self-service agent development across Customer Operations
• Develop integrations and automations (e.g., FreshDesk widgets) handling the full lifecycle from development to monitoring to retirement
• Partner with business stakeholders to define AI solution requirements, guide implementation, and translate business needs into technical design
• Build and scale RAG pipelines, agentic workflows, and API connectors between SaaS platforms to automate data flows
• Collaborate with Customer Operations teams to elevate proof-of-concept projects into production-ready solutions with engineering rigor

What they're looking for

• Python and JavaScript/TypeScript development
• LLM orchestration frameworks (LangChain, LangGraph)
• REST API design and integration
• RAG pipeline implementation
• Agentic workflow architecture
• Production application hosting and monitoring
• SaaS platform integrations (FreshDesk, Salesforce experience preferred)
• MCPs and AI infrastructure patterns