Company Overview 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). What you'll do This role is for an AI Agentic Engineer in End User Service Engineering, focused on driving the next wave of IT operations automation at Docusign. You will design, deploy, and monitor agentic AI solutions to proactively resolve EUS operations tickets, reduce operational burden, and integrate self-healing capabilities across IT platforms. This mission-critical role ensures a secure, compliant, and scalable AI-driven environment, directly enhancing the employee experience. This position is an individual contributor role reporting to Sr. Director, End User Engineering. 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 agent performance, impact, and coverage—driving continuous improvement and expansion of automation Partner with EUS Ops, Security, and IT platform owners to identify high-value automation opportunities Document agent design, workflows, security considerations, and lifecycle management 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 Job Designation 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. What you bring Basic Bachelor’s degree in Computer Science, Engineering, or related field with 5+ years of experience, OR Master’s degree with 3+ years of experience 3+ years of experience in AI/ML engineering, IT automation, or SaaS development Experience in agentic AI frameworks, workflow automation, or intelligent IT service management Hands-on experience working with LLMs 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 solutions 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 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 Life at Docusign 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