Senior AI Builder and Analyst at Clio — Canada

About The Role

Join Clio, a leading legal technology company, as a Senior AI Builder & Analyst. In this role, you will design, build, and refine AI-assisted tools and workflows for our Customer Support organization. You will own the technical build, partner with leaders across various functions, optimize AI-assisted QA tooling, and build and automate reporting on core Support metrics. This is a hands-on role for someone with experience in contact centers or SaaS support environments, strong reporting and data visualization skills, and a working knowledge of core WFM and QA metrics.

Designing, building, and continuously refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management.
Owning the technical build: prompt design, workflow logic, integration with our existing stack, and ongoing tuning as needs change.
Partnering directly with leaders across Support, TechEsc, CSOps and WFM to identify where a built tool beats a manual process, and prioritizing accordingly.
4+ years of experience working in a contact center or SaaS support environment
A bias for action and comfort operating without a lot of structure, this role is being built as the team's scope evolves, not stepping into something fully mapped out
Hands-on experience building AI-assisted workflows or tools, not just using them: prompt engineering, agentic workflows, AI QA scoring, or similar
A track record of translating complex, technical work into something a non-technical stakeholder can act on
Strong reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets); comfort with SQL or a willingness to get there fast
Working knowledge of core WFM and QA metrics (SLA, AHT, shrinkage, occupancy, utilization, DSAT, repeat contact) and what actually moves them
Experience with Talkdesk, Service Cloud, or a comparable contact center platform
Exposure to building or evaluating AI teammates or agentic tooling in a live operational environment