AI Agentic Engineer

Location: San Francisco, California

Department: IT Infrastructure & Operations

Work Mode: Hybrid

About the Role

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 business processes and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), Docusign unleashes business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunity. Join our innovation-driven culture where cutting-edge AI transforms how we operate internally and serve our global community. As an AI Agentic Engineer on the End User Services team within IT Infrastructure & Operations, you will spearhead the next wave of automation in IT operations, leveraging agentic AI to revolutionize end-user support. This individual contributor role, reporting to the Director of IT Operations, focuses on developing, deploying, and maintaining intelligent tools like autonomous agents and chatbots that resolve tickets, enable self-healing, and enhance efficiency across DocuSign's e-signature ecosystem. You will collaborate with IT, security, and business teams to create secure, compliant workflows that safeguard our enterprise environment while boosting employee satisfaction and operational agility. Key responsibilities include integrating AI agents with SaaS platforms for auto-remediation, embedding security principles, optimizing system performance, and analyzing user data to proactively address friction points. Stay ahead of GenAI trends to drive scalable adoption, contributing to DocuSign's AI strategy that powers reliable, innovative agreement management. This hybrid role requires minimum 2 days per week in-office, fostering collaboration in our trust-building, inclusive culture where every voice drives world-changing impact. What you bring: A Bachelor’s in Computer Science or related field with 2+ years experience (or Master’s with 3+), plus expertise in agentic AI, LLMs, RAG, Python/Java, security in automation, and IT ops. Preferred: AI certifications, cloud/SaaS integration, prompt engineering, and proven automation impact. Pay in California: $45.19-$65.67/hour, plus comprehensive benefits. Docusign is committed to equal opportunity, accommodations, and a better world through agreeable innovation.

Key Responsibilities

• Develop and deploy agentic AI solutions that autonomously resolve common End User Services (EUS) operations tickets, including service requests, incidents, and routine tasks, using frameworks like Crew AI or Vertex AI
• Integrate AI agents with DocuSign's SaaS platforms and IT systems to enable self-healing and auto-remediation capabilities, enhancing intelligent agreement management workflows
• Embed security-first principles and compliance controls into every agentic workflow to protect corporate assets and ensure adherence to e-signature and data security standards
• Monitor, troubleshoot, and optimize AI and automation systems for reliability, accuracy, and high availability, providing Tier 2/3 support for automation tools
• Partner with EUS Engineering, Security, and IT platform teams to analyze support tickets and user friction points, developing AI-driven self-service and proactive support solutions
• Design, develop, document, and implement AI-powered automation solutions such as conversational AI, RPA, and agentic workflows tailored for IT Help Desk and End-User Support
• Stay current with GenAI, agent frameworks, and IT automation trends to drive innovation in DocuSign's e-signature and agreement management ecosystem
• Contribute to the broader AI service ownership strategy, ensuring scalability, reliability, and secure integration across DocuSign's IT environment
• Collaborate with cross-functional stakeholders to identify high-impact automation opportunities that reduce resolution times and elevate employee experience
• Build and demonstrate proof-of-concepts for agentic AI solutions, leveraging frontend, backend, and DevOps expertise to accelerate adoption

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field with 2+ years of relevant 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 (e.g., Crew AI, Vertex AI), workflow automation, or intelligent IT service management
• Hands-on experience working with LLMs, vector databases, and integrating RAG pipelines into enterprise solutions
• Proficiency in scripting/programming languages such as Python or Java
• Experience embedding security and compliance controls into AI or automation solutions
• Familiarity with IT operations, incident management, and ticketing systems

Preferred Qualifications

• Experience with AI/ML frameworks, multi-agent orchestration platforms, and front-end AI applications (e.g., chatbots, copilots)
• Certifications in AI, cloud computing (AWS, Azure, GCP), or ITSM platforms (e.g., ServiceNow)
• Demonstrable expertise in prompt engineering and designing effective LLM prompt strategies
• Track record of reducing operational burden through automation or agentic AI, with data analysis to measure impact
• Experience with Agile, DevOps, CI/CD, containerization (Docker, Kubernetes), and zero-trust security in SaaS environments

Required Skills

• Agentic AI frameworks (Crew AI, Vertex AI)
• LLMs, vector databases, RAG pipelines
• Python, Java scripting/programming
• Security and compliance in AI/automation
• IT operations, incident management, ticketing systems
• Agile, DevOps, CI/CD practices
• Docker, Kubernetes containerization/orchestration
• Cloud providers (AWS, Azure, GCP)
• SaaS integration patterns
• Prompt engineering for LLMs
• Multi-agent orchestration
• Front-end AI interfaces (chatbots, copilots)
• Data analysis and reporting for automation impact
• Zero-trust security and monitoring
• Cross-functional collaboration
• Innovation and problem-solving
• Proof-of-concept development

Benefits

• Competitive pay with bonus eligibility based on company performance
• Paid Time Off including earned time off and company holidays
• Paid Parental Leave up to six months for birth, adoption, or foster care
• Comprehensive Health Benefits Plans with 100% employer-paid options from day one
• Retirement Plans with potential employer contributions
• Learning and Development opportunities including coaching, online courses, and education reimbursements
• Compassionate Care Leave for life-changing events
• Hybrid work model with minimum 2 days in-office per week
• Global benefits tailored to region for work-life balance and well-being

DocuSign is an Equal Opportunity Employer.