Internal Systems Engineer (Applied AI)

About Impact.com

impact.com is the world's leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products - Performance (affiliate), Creator (influencer), and Advocate (customer referral) - unify every type of partner into one integrated platform.

Today, over 5,000 global brands - including Walmart, Uber, Shopify, Lenovo, L'Oréal, and Fanatics - rely on impact.com to power more than 350,000 partnerships that deliver measurable business results.

Your Role at impact.com

Reporting to the Manager of Customer Operations Systems, the Internal Systems Engineer (Applied AI) is a specialized, high-impact builder role dedicated to supercharging our Customer Operations teams (Support, Success, Onboarding, Implementation).

This is a highly practical, application-focused engineering position instrumental to our AI transformation. You will spend your time across three types of work:

• Building AI-powered tools and agents: You will integrate applied AI into our workflows using modern frameworks. You will consult with business stakeholders to help explain the art of the possible, guide them in defining logic and prompts, and own building and maintaining agentic workflows and tools.
• Building and maintaining a shared agent platform: This is what makes AI scale beyond our team. You will build and maintain the templates, approved patterns, and deployment infrastructure that enable people across Customer Operations to build their own agents without needing to figure out hosting, monitoring, or API connectivity themselves.
• Building robust internal software, integrations, and automations: Such as developing custom FreshDesk widgets to support our agents. You will own the full lifecycle of these apps: building, hosting, monitoring, maintaining, and eventually retiring them when they're no longer needed.

What You'll Do

• Software Development Foundation: Proven experience building, hosting, and maintaining applications and tools. You are comfortable writing clean, functional code (Python, JavaScript/TypeScript, etc.) to solve operational problems.
• API & Integration Expertise: Deep experience working with REST APIs. You can easily build connectors between distinct SaaS platforms to automate data flows and trigger actions.
• Applied AI Engineering: Hands-on experience with LLM orchestration frameworks (like LangChain or LangGraph). You understand MCPs, RAG pipelines, agentic workflows, DAG vs linear flows, engineering HITL systems, and have built real-world systems using these rails.
• AI Evaluation & Quality: Experience setting up and running evals for LLM outputs. You know how to build systems that grade, evaluate, and test AI responses for accuracy and safety.
• Platform Thinking: You don't just build one-off tools - you think about how to make your work reusable.
• Systems Thinking & Process Orientation: You don't write code in a vacuum; you map out complex operational workflows before you start building.
• Cross-Functional Collaboration: Ability to work closely with non-technical business stakeholders.
• Autonomous Builder: You are a self-starter who thrives in an agile environment.
• Relentless Tinkerer: You were the first person in your current role to start building agents.

What You Bring

• Experience building custom apps or integrations specifically for Freshdesk (or similar enterprise ticketing systems like Zendesk/Jira).
• Background working in or building tools for Customer Support, Customer Success, or Onboarding teams.
• Experience integrating with knowledge base platforms (like Gitbook or similar documentation sites).
• Proven experience taking automation projects from concept to deployment within a large, complex organization.
• Experience building internal platforms or developer tools that other teams use to self-serve.
• Experience with monitoring and observability for AI systems in production.

Salary and Benefits

Salary range: $140,000.00 - $160,000.00 per year, plus an additional 5% variable annual bonus contingent on Company performance and eligible to receive a Restricted Stock Unit (RSU) grant.

Benefits and Perks:

• Medical, Dental, and Vision insurance
• Office-only catered lunch every Thursday, a healthy snack bar, and great coffee
• Flexible spending accounts and 401(k)
• Flexible Working: Responsible PTO policy
• Health and Wellness: Mental health and wellness benefit (12 covered sessions/year) and gym reimbursement
• A Stake in Our Growth: Restricted Stock Units (RSUs) with a 3-year vesting schedule
• Investing in Your Growth: Free Coursera subscription and PXA courses
• Parental Support: 26 weeks of fully paid leave for the primary caregiver and 13 weeks for the secondary caregiver
• Technology Financial Support: Technology stipend and monthly internet allowance

impact.com is proud to be an equal-opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex, national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.