Customer Experience AI Engineer (f/m/d)

About the Opportunity

Contentful is seeking a CX AI Strategist to join the Customer Experience team to lead the identification, adoption and integration of AI solutions that materially improve how our teams work. This is a hands-on builder role for a process-oriented, strategic doer who turns AI potential into practical, high-impact outcomes by automating manual workflows, unlocking new capabilities, and embedding AI into day-to-day CX operations.

The ideal candidate brings a strong passion for the applied use of modern AI technologies, including large language models and agent-based frameworks, combined with CX domain knowledge, business acumen, and technical fluency. This role goes beyond experimentation. You will identify high return use cases, prototype and iterate rapidly with internal stakeholders, and integrate AI tools directly into frontline workflows in a secure, scalable, and sustainable way.

As a cross-functional operator, you will work closely with the Technical Support Leader and wider CX leaders to drive clarity and accelerate responsible AI adoption. You will not only build solutions, but also enable teams by training them on practical tools, fostering confidence in how AI is used and ensuring innovation is rooted in real business value. Your work will bridge the gap between AI strategy and execution, delivering measurable productivity gains while aligning with Contentful’s standards and long-term goals.

What to expect?

• Identify and prioritise high-impact AI-driven opportunities with Technical Support and across Customer Experience by analysing existing workflows, tools, and pain points with an AI-first mindset. Translate operational challenges into scalable, value-led solutions that improve efficiency and effectiveness across CX.
• Design, build, and implement AI-powered tools and workflows that automate repetitive tasks, improve accuracy, and expand team capacity, ensuring all solutions deliver measurable and demonstrable business outcomes.
• Independently develop and deploy workflow automations and lightweight integrations using APIs, scripting, or low-code tooling, taking ideas from concept through to production-ready solutions.
• Leverage low-code and no-code platforms to design, pilot, and validate innovative AI-enabled tools and processes. Rapidly prototype and test new use cases in close partnership with internal stakeholders, iterating based on feedback, adoption, and tangible impact.
• Act as a catalyst for experimentation within Customer Experience, fostering a culture of responsible innovation. Serve as an AI mentor and coach to raise AI literacy, confidence, and day-to-day adoption of AI tools across CX teams.
• Partner closely with Governance and Security teams to ensure all AI solutions align with acceptable use policies, legal requirements and security standards.
• Collaborate with teams across the organisation to share best practices, playbooks and frameworks, enabling successful AI initiatives to scale beyond Customer Experience. Identify and deliver opportunities for cross-functional AI solutions where they create shared value.
• Remain actively engaged with internal and external AI communities, staying informed on emerging technologies, trends and practices, and assessing their relevance and potential application within Contentful.

What you need to be successful

• At least five years of experience in operations, internal consulting, enablement or strategic process improvement roles, ideally within Customer Experience or a closely related operational environment.
• Strong familiarity with SaaS platforms and tooling, with the ability to integrate APIs or design and build custom workflows.
• Demonstrated experience launching AI-powered tools or solutions that deliver clear and measurable business value.
• A solid understanding of core AI concepts, including prompt design, model limitations, data privacy considerations, and the underlying structure of AI-enabled systems.
• Hands-on technical capability to build, deploy, and maintain workflow automations or working prototypes using scripting, connectors, or automation frameworks, rather than operating solely at a conceptual or advisory level.
• Proven ability to align technology initiatives with business needs and to lead cross-functional initiatives from idea through to delivery.
• Strong collaboration skills, with the ability to influence and drive outcomes without formal authority in a team-focused and solutions-ori