AI Solutions & Automation Engineer

Panda Technology is seeking an AI Solutions & Automation Engineer to lead internal AI strategy and develop client-facing AI services. The role involves building automations for service desk and operations workflows, assessing client AI opportunities, designing AI-enabled offerings, addressing compliance and data privacy concerns, and supporting adoption through training and communication.

What you'll do:

• Identify where AI and automation can improve our service desk workflows: ticket routing and triage, escalation prediction, reporting, and dashboarding
• Work directly with our PSA/ticketing data (Autotask) to build practical automations, not just proofs of concept
• Partner with service operations leadership to pilot tools, measure results, and roll out what works without disrupting day-to-day support
• Train L1/L2 staff on any new tools or workflows, and make sure adoption actually happens
• Assess client environments and identify realistic opportunities for AI adoption (e.g., Microsoft Copilot, automation, AI-assisted security tooling)
• Design AI-enabled service offerings, in partnership with the operation, account management and sales team
• Navigate compliance and data-privacy questions thoughtfully, especially for healthcare clients where HIPAA is a real constraint, not an afterthought
• Serve as a credible technical voice in client conversations: someone who can explain what a tool does, what it costs, and where the risk is

What they're looking for:

• Hands-on experience building or implementing automation, scripting, or AI-powered tools, not just familiarity with AI products
• Experience in or with MSPs, IT services, or a service desk environment; comfort with PSA/RMM tools is a strong plus
• Enough compliance awareness to work responsibly with healthcare clients and their data
• Strong communication skills; you can explain a technical idea to both an engineer and a client's office manager
• A track record of shipping something real, even small, rather than just proposing frameworks
• Comfort with ambiguity: this role is being built as it goes, and you'll help shape it
• Experience with Microsoft 365 Copilot, low-code/no-code automation platforms, or similar tools
• Prior work in healthcare IT or another regulated industry
• Change management experience, since a lot of this role is getting people to actually use new tools