About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, including agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.
Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Learn more about us on our YouTube Channel or Blog Posts
Who You Are
We are looking for a Lead Automations Analyst to join Customer Success — Programs & AI Innovation as the creator-first counterpart to our Quality Analyst II. You take a Success problem from “we need this” to a shipped AI solution running inside ORA, our internal AI platform — owning the design, the build, the rollout and the feedback loop end to end.
Your work shows up in the moments that matter most to our advisors and customers: pre-call briefs that surface adoption risk before the call starts, in-call guidance that points to the next-best action, post-call grading that flags coaching opportunities, and transcription-driven follow-ups that close the loop with customers. The Quality Analyst II evaluates these workflows; you build them.
This is a senior individual contributor role with deliberate runway. We are hiring for trajectory — someone with strong fundamentals in AI solution design who is ready to own a function-defining build at HighLevel. “Lead” reflects scope and ownership, not people management.
Translate Success problems into AI solution designs — what the agent does, what context it needs, what the success criteria look like
Build orchestrators and sub-agents inside ORA that route work across the right skills, models and knowledge sources
Author and maintain the skills, prompts and knowledge base entries that power your solutions
Design and instrument feedback loops from day one — thumbs up/down, logs, eval signals — so quality is measurable from launch
Deploy solutions into production inside ORA, monitor for quality drift and iterate based on real advisor and customer signal
Pre-call briefs: customer context, adoption signals, retention flags, prior-call summaries
In-call guidance: next-best-action prompts, recommendation flows, real-time troubleshooting context
Post-call grading and summaries: quality scoring, AI-generated recaps, CRM updates, sentiment signals
Transcription-driven follow-ups: customer updates, recap notes, task creation, escalation routing
Internal knowledge tools: SOP lookup, policy access, product-knowledge retrieval for advisors
Identify the platform capability gap — what ORA needs to do for your solution to ship
Request the feature from RevOps with clear requirements, acceptance criteria, edge cases and customer impact
Participate in design reviews, give technical input and validate the build against your use case
Integrate the new capability into your solution once it ships and report back on outcomes
Ingest evaluation signal from the Quality Analyst II — what is breaking, what is drifting, what needs to be designed differently
Prioritize fixes and new builds based on impact, evaluation data and Success leadership input
Communicate what you shipped and why to Success leadership and Enablement
Provide design context to QA II so new solutions can be evaluated effectively from day one
Define and document the patterns for how AI solutions get designed, tested and shipped inside ORA
Build the playbooks that make the next hire’s onboarding faster
Set the bar for solution quality, test coverage and observability before anything ships to advisors
Bring rigor to model selection, orchestration patterns and prompt architecture across the function
Stay current on LLM behavior, orchestration patterns, model releases and emerging AI tooling
Run small experiments with new models, techniques or evaluation approaches inside ORA
Share findings with the broader Success team, the Quality Analyst II and RevOps engineering
RequirementsInsatiable curiosity and a self-learning mindset — this is non-negotiable. The AI space changes weekly and we hire people who level up on their own without waiting for permission or perfect instructions.
7+ years in AI/ML solution work, technical product, prompt engineering, applied AI, automation engineering or a closely related role where you owned end-to-end delivery. We are hiring for trajectory — strong fundamentals plus a steep growth curve.
Working fluency with LLM behavior — prompt design, orchestration patterns, model selection trade-offs, common failure modes and evaluation design
Strong understanding of databases and how data flows between systems
Reads code fluently enough to understand what is running inside ORA, debug integrations, and have substantive technical conversations with RevOps engineers. You do not need to write production code.
Demonstrated ability to scope a problem, design a solution, write clear requirements and acceptance criteria, and ship it end-to-end
Strong written and verbal communication — you can translate a Success problem into an AI solution design and explain it to non-technical stakeholders
End-to-end ownership mindset — you take a problem from idea to shipped and stay accountable to the outcome
Bachelor’s degree in a related field, or equivalent practical experience
Preferred QualificationsHands-on experience with AI development platforms such as Claude, Cursor or similar tools
Experience designing orchestration patterns, sub-agent workflows or multi-step AI solutions
Familiarity with retrieval-augmented generation (RAG), vector databases or knowledge-base architecture
Familiarity with SQL or similar database querying
Experience with APIs, webhooks or data integration between systems
Background in customer success, support, sales enablement or call center environments
Experience with the HighLevel platform or comparable SaaS products
Prior experience shipping AI workflows into production environments
Prior experience writing technical requirements for engineering teams to build against
1. Own End-to-End AI Solution Delivery Inside ORA
You take Success problems from idea to production. You design the orchestration, build the sub-agents and skills, wire up the knowledge base, define success metrics and deploy.
2. Design AI Workflows Across the Call Lifecycle
The advisor experience runs from pre-call prep to post-call follow-up. You own the AI workflows across that arc.
3. Partner with RevOps on ORA Platform Capabilities
When a solution requires ORA itself to do something new, you make the case and stay close to the build.
4. Close the Loop with QA II and Success Leadership
You are the build counterpart to QA II’s evaluation work. Together you set the quality bar and the build pipeline.
5. Raise the Technical Bar Inside the Function
You are the senior technical voice in this function. You shape how AI work gets built here.
6. Stay Sharp: Learn, Experiment, Share
The AI space moves weekly. We hire people who keep up on their own and bring what they learn back.
EEO Statement:
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
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