Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

As an AI Agentic Engineer on the End User Services team, you will drive the next wave of automation in IT operations. This role is crucial for leveraging cutting-edge Artificial Intelligence (AI) and automation technologies to transform and scale our end-user support experience. You will be responsible for developing, deploying, and maintaining AI-driven tools, such as intelligent chatbots and autonomous support agents, to improve efficiency and user satisfaction across the organization. You will partner across IT, security, and business teams to build secure, compliant, and scalable AI-driven workflows that improve employee experience and safeguard our IT enterprise environment.

This position is an individual contributor role reporting to the Director, IT Operations.

Responsibility

• 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

• Contribute to the broader AI service ownership strategy, ensuring scalability, reliability, and secure integration across the IT ecosystem

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• Bachelor’s degree in Computer Science, Engineering, or related field with 2+ years of experience, OR Master’s degree with 3+ years of experience

• 2+ years of experience in AI/ML engineering, IT automation, or SaaS development

• 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)

Preferred

• Experience with AI/ML frameworks and multi-agent orchestration platforms

• Experience in developing, designing or integrating front-end AI application entry points (e.g., chatbots, copilots, self-service portals) for end-user interaction

• Ability to present proof of concepts effectively: Adequate frontend, backend, and DevOps experience to rapidly build and demonstrate agentic AI solution

• Familiarity with zero-trust and security monitoring in SaaS and IT environments

• Track record of reducing operational burden via automation or agentic AI

• Certifications in AI, cloud computing, or ITSM platforms (e.g., Service Now)

• Demonstrable experience in prompt engineering and designing effective prompt strategies for LLMs

• Experience with cloud providers (AWS, Azure, GCP) and SaaS integration patterns

• Strong collaboration skills with IT, security, and business stakeholders

• Ability to drive innovation and adoption of agentic automation at scale, with experience with data analysis and reporting to measure the impact of automation efforts

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $45.19/hour - $65.67/hour

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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