Docusign is looking to leverage cutting-edge Artificial Intelligence (AI) and automation technologies to transform and scale their end-user support experience, improving efficiency and user satisfaction across the organization.
Requirements
- Experience with agentic AI frameworks, workflow automation, or intelligent IT service management
- Experience working with LLMs, vector databases and integrating RAG pipelines into enterprise solutions
- Experience in one or more scripting/programming languages (e.g., Python, Java)
- Experience embedding security and compliance controls into AI or automation solutions
- Experience with IT operations, incident management, and ticketing systems
- Experience with Agile, DevOps, and CI/CD practices
- Experience with containerization and orchestration technologies (e.g., Docker, Kubernetes)
Responsibilities
- Develop and deploy agentic AI solutions that autonomously resolve common EUS operations tickets (service requests, incidents, and routine tasks) using framework like Crew AI or Vertex AI
- Integrate AI agents with SaaS and IT platforms to drive self-healing and auto-remediation capabilities
- Embed security-first principles into every agentic workflow to ensure compliance and protection of corporate assets
- Monitor, troubleshoot, and optimize the performance of existing AI and automation systems to ensure reliability, accuracy, and high availability (Tier 2/3 level support for automation tools)
- Partner with EUS Engineering, Security, and IT platform teams to identify and implement high-impact automation opportunities which includes analyzing support tickets and user friction points to develop AI-driven self-service and proactive support solutions, ultimately reducing resolution times and enhancing the user experience
- Design, develop, document, and implement AI-powered automation solutions (e.g., conversational AI, robotic process automation (RPA), agentic workflows) specifically for IT Help Desk and End-User Support processes
- Stay current with GenAI, agent frameworks, and IT automation trends to continuously expand adoption
Other
- Bachelor’s degree in Computer Science, Engineering, or related field with 2+ years of experience, OR Master’s degree with 3+ years of experience
- Hybrid work arrangement with minimum 2 days per week in-office expectation
- Ability to present proof of concepts effectively
- Strong collaboration skills with IT, security, and business stakeholders
- Ability to drive innovation and adoption of agentic automation at scale
