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Key Responsibilities:
- Design AI agents and workflows for intake, triage, routing, escalation, and case qualification.
- Build, test, and continuously improve Forethought Autoflows, intents, and fallback logic.
- Partner with Business Systems to connect AI outputs to Salesforce fields, queues, and reporting.
Required Skills:
- Working knowledge of Salesforce Service Cloud including cases, flows, and reports.
- Understanding of AI agents, LLM workflows, and production monitoring.
- Hands-on experience with APIs, webhooks, and low-code integration patterns.
Why You'll Love This Role:
- Build practical AI solutions that directly improve support outcomes and customer experience.
- Solve complex workflow and automation challenges across connected support systems.
- Use data and knowledge to reduce friction for both customers and support teams.
Granicus
Granicus provides cloud-based solutions for government agencies to improve interactions with constituents. Over 25 years, they serve 5,500 agencies and 300 million citizens, with a remote-first culture.