Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Role summary: This role identifies opportunities to leverage Automation and AI across business processes. Partners with business and data teams to support development and implementation of solutions. Drives adoption to improve operational efficiency, productivity, and customer experience.

Team summary:

The Service Platform Enablement Team is responsible for athenahealth’s issue resolution design and technical process, and the continuous improvement of athenahealth’s support methodologies and related tools. The team focuses on defining a customer-centric issue resolution path, optimizing Salesforce Service Cloud and other engagement platforms to enable best-practice processes and ensure issues are managed efficiently and effectively to increase customer satisfaction. In collaboration with the other members of the SPIES team this role will focus on ensuring that teams have an optimal Salesforce configuration, documentation, support, and reporting tools to meet their needs within the standards set forth by the organization.

Essential Job Responsibilities:

• Identify high-impact AI and Automation opportunities across Client Support Center.
• Identifies use cases, collaborates with business and data teams, and supports development of AI/automation solutions.
• Translate business problems into AI/ML solution requirements.
• Build clean, reliable datasets for AI models.
• Analyze post-deployment AI data (accuracy, precision, recall) and recommend improvements.
• Continuously identifies opportunities to scale automation and integrate AI into business processes.

Additional Job Responsibilities:

• Support deployment of AI models into business workflows and platforms (e.g., contact center routing, chatbots, CRM insights).
• Collaborate to ensure AI features integrate seamlessly.
• Define success criteria and KPIs for each AI use case.
• Present findings and recommendations to stakeholders.
• Support workshops, proofs of concept, and stakeholder reviews.
• Drive adoption and awareness of AI use cases across business units.

Expected Education & Experience:

• Bachelor of Engineering
• 6 to 9 years of relevant experience.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal-opportunity