AI Agentic Engineer

About the Company

Docusign is a leader in digital agreement technology, serving over 1.5 million customers across 180+ countries. Its Intelligent Agreement Management platform simplifies and accelerates business transactions by unlocking critical data hidden within documents, integrating seamlessly with enterprise systems to enhance efficiency and accuracy.

Role Overview

Joining as an AI Agentic Engineer in the End User Services team, you will pioneer AI-driven automation to transform Docusign's internal IT operations. This role uniquely blends experimentation with large language models (LLMs) and fundamental IT process automation. The priority is to leverage out-of-the-box tools like ServiceNow, while selectively crafting custom scripts and APIs to optimize workflows. The position offers the chance to delve into AI prompt engineering, agent configuration, and integration of multiple enterprise platforms to streamline IT ticket resolution and user support.

Primary Responsibilities

• Develop, structure, and refine AI prompts and agents to improve automation accuracy and efficiency.
• Continuously evaluate and adjust AI-driven solutions to enhance performance.
• Create and deploy autonomous AI solutions to handle common IT issues and direct users toward resolutions.
• Build and manage integrations across systems such as ServiceNow, Okta, Slack, Zoom, and Google Workspace using native connectors, webhooks, and APIs.
• Make strategic decisions about leveraging built-in platform workflows versus custom scripting in Python or PowerShell.
• Apply Zero Trust security principles to ensure secure, least-privilege access and comprehensive logging of automated actions.
• Collaborate with Security and Engineering teams to identify user challenges and convert them into automated self-service solutions.

Working Arrangement

This role requires a hybrid work schedule with a minimum of two days per week in the Dublin office, balancing remote and on-site collaboration.

Candidate Profile

Essential Qualifications:

• Minimum 3 years of experience in IT operations, automation, scripting, or backend development.
• Bachelor’s degree in a relevant discipline.
• Proficiency in writing and troubleshooting Python or similar programming languages and working with REST APIs and webhooks.
• Familiarity with Large Language Models (LLMs), prompt engineering, or agent-based frameworks.
• Experience with SaaS and enterprise platforms including Google Workspace, Slack, and Jira.

Preferred Skills:

• Knowledge of multi-agent systems and frameworks.
• Experience with IT service management or ticketing tools such as ServiceNow or Jira.
• Basic understanding of Retrieval-Augmented Generation (RAG) and vector database technologies.
• Exposure to cloud platforms like AWS, Azure, or GCP and CI/CD methodologies.
• A history of automating manual processes via scripting or tooling.

Culture and Inclusion

Docusign is dedicated to fostering an inclusive and trustworthy work environment where all employees have equal opportunities to succeed and contribute meaningful work. The company supports accommodations for applicants with disabilities or religious needs during the hiring process.

Additional Information

This role reports to the Director of IT Operations and is an individual contributor position. Job designation as hybrid is subject to change based on business requirements and local regulations.