Senior AI Support Engineer

Job Summary:

Does building intelligent AI agents excite you? Are you passionate about helping others transform business processes through AI-powered automation? Do you enjoy solving complex technical challenges, integrating systems, and developing innovative solutions that create measurable impact? Are you someone who can balance technical expertise with exceptional customer service and collaboration? If so, the AI Support Engineer role may be the perfect fit for you!

Our work helps faculty, staff, students, researchers, and administrative teams achieve better outcomes through the responsible use of AI technologies. As part of the AI and Research Computing team, you will play a critical role in designing, developing, supporting, and optimizing AI agents, workflows, and integrations that enhance productivity, improve service delivery, and accelerate innovation across the University.

Ongoing AI Agent & Automation Support Includes:

• Designing, configuring, and supporting AI agents using approved enterprise AI platforms.

• Assisting departments with identifying use cases and translating business requirements into agent-based solutions.

• Providing front-line and advanced support for AI agents, automations, and integrations.

• Monitoring agent performance, troubleshooting issues, and optimizing solutions for reliability and effectiveness.

• Supporting users with onboarding, adoption, best practices, and agent lifecycle management.

Additional Responsibilities Include:

• Developing and maintaining AI agents, copilots, and conversational experiences using enterprise AI platforms.

• Building and supporting integrations between AI platforms and campus systems, applications, databases, and knowledge repositories.

• Designing and maintaining workflows that leverage AI to automate business processes and improve operational efficiency.

• Troubleshooting technical issues related to AI agents, APIs, integrations, authentication, data access, and workflow execution.

• Developing and maintaining standard operating procedures, knowledge base articles, technical documentation, and implementation guides.

• Evaluating new AI capabilities, platforms, and development frameworks to provide recommendations on future enhancements.

• Supporting AI platform administration, permissions, access controls, and agent deployment processes.

• Assisting with AI governance and exception review processes to ensure solutions align with institutional standards and policies.

• Partnering with Information Security, Compliance, Legal, and Privacy teams to assess risks associated with AI agents, automations, and integrations.

• Collaborating with business stakeholders to gather requirements, prioritize enhancements, and deliver scalable AI solutions.

• Participating in vendor engagements and platform roadmap discussions related to AI agent technologies.

• Delivering training, workshops, office hours, and user enablement activities that increase AI literacy and successful adoption.

• Helping evaluate the security, compliance, operational, and data governance impacts of AI-powered solutions.

• Identifying opportunities to automate support processes and improve user experiences through AI agents and workflow automation.

What Success Looks Like:

• AI agents and automations are reliable, secure, scalable, and aligned with institutional policies.

• Faculty, staff, students, and researchers successfully leverage AI agents to improve productivity and service delivery.

• Agent implementations solve meaningful business challenges and demonstrate measurable value.

• Integrations between AI platforms and enterprise systems are maintained and operate efficiently.

• AI solutions are documented, supportable, and continuously improved.

• The University maintains a robust portfolio of AI-enabled services that advance innovation while managing risk responsibly.

Work Location:

Hybrid – This position is eligible for a hybrid work environment. AMC ISS strives for a high-flex work environment, meaning although this role may predominately be executed effectively with a remote schedule, there may be instances where in-person meetings and/or activities are needed. There is no minimum or prescribed in-person requirement. The work schedule will be based around core working hours in Colorado Mountain Time.

Why Join Us:

Information Strategy and Services (ISS) partners across the campus to deliver information technology services that empower teaching, learning, research, and patient care. ISS is organized into four core functions: Technology & Infrastructure, Security & Compliance, Information & Data Enablement and Business Services. Together, we connect service and technology.

Our work is guided by six shared principles that connect our teams and shape how we serve our customers:

• Curiosity- Explore beyond one’s own experience and environment.

• Compassion- Demonstrates empathy, understanding, and respect for all people.

• Collaboration- Partner well beyond our space and build partnerships to achieve organizational results.

• Commitment- Dedication and engagement one has to their job, team, organization and university.

• Competence- Know our craft and be committed to continuous improvement and learning.

• Confidence- Be empowered and assured to represent our customers and their needs.

Active investment in our culture and our people is foundational in developing and delivering service excellence. ​To cultivate a people centric workplace, we do the following:

• Growth & Development: Our Workforce Development Program builds critical skills and supports career advancement.

• Empowered Managers: Leaders are trained in coaching and team effectiveness to drive success.

• Open Communication: Stay connected through monthly town halls and annual summits.

• Wellness Focus: We prioritize employee well-being with supportive wellness initiatives.

• Coaching Culture: Continuous learning and feedback are part of how we grow together.

• Flexible Work: We offer flexible arrangements whenever possible to support work-life balance.

Click here to find out more about ISS’s Culture

The University of Colorado offers a comprehensive benefits package that includes health insurance, life insurance, retirement plans, tuition benefits, ECO pass, paid time off – vacation, sick, and holidays and more. To see what benefits are available, please visit: https://www.cu.edu/employee-services/benefits-wellness.

Why work for the University?

We have AMAZING benefits and offer exceptional amounts of holiday, vacation and sick leave! The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options

• Dental: Multiple plan options

• Additional Insurance: Disability, Life, Vision

• Retirement 401(a) Plan: Employer contributes 10% of your gross pay

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