AI Operations Analyst

About Invoca Invoca is the revenue execution and platform leader that helps marketing, commerce, and contact center teams turn every conversation into revenue. Through its AI agents, Invoca engages, qualifies, and converts customers across SMS and voice, orchestrating seamless buyer journeys and measurable, profitable growth. With over 300 employees, 2,000+ customers, and $100M in revenue, the company continues to lead the category it created. Invoca’s AI vision centers on using trustworthy, first-party data to deliver intelligent, authentic, and empathetic AI — connecting digital and human experiences to build lasting customer relationships. Invoca has raised $184M from leading investors, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About The Team The AI Transformation team is driving how Invoca scales the use of artificial intelligence across every function in the company. Our mission is to make every Invoca employee fluent in AI while developing and deploying AI-powered automations that drive measurable business impact.

We partner closely with every department — from Customer Success to Marketing to Operations — to reimagine workflows, reduce manual effort, and create innovative ways of working. Collaboration, experimentation, and shared learning are at the core of how we operate.

About The Role The AI Operations Lead is a hands-on builder and Invoca’s internal expert on agentic workflows.

Invoca already builds with AI, with teams across the org shipping agents on a daily basis. AI Operations plays a critical role in supporting & enabling that work to move fast while remaining coherent.

You’ll own the mandate for AI Operations as a foundational operations & internal AI builder team, setting the roadmap, building agents, and supporting other builders on critical AI deployments.

This is an individual contributor role to start, with unusually direct exposure to executives and functional leaders.

You Will Build agents

• Set and own the AI Operations roadmap, prioritized by business impact
• Work with business owners to scope, build, and ship agents in Claude and Gumloop, from first conversation to daily use
• Stay with each agent past launch: rollout, adoption, iteration, and maintenance
• Report impact to executives and functional leaders (adoption, hours returned etc)

Raise the bar for other builders

• Own Invoca’s agent standard. Define it, review work against it, keep it practical enough that people actually use it.
• Coach & support other builders & building teams across the business
• Maintain the templates, patterns, and documentation that keep teams from re-solving the same problem
• Run the internal builder community, including office hours and the builder steering group
• Represent AI Operations to the cross-functional steering group, bringing the roadmap and tradeoffs to functional leaders

Own the platform

• Own the AI platform stack and its vendor relationships (what we buy, what we consolidate, what we retire)
• Administer access, connections, settings, and first-line support, handing pieces to IT over time
• Keep the agent registry current so every production agent has a named owner, a documented purpose, and a review cadence.
• Run security and data review for new agents with IT, Security, and Business Systems.
• Advise on customer-data agents built in Databricks.

You Have

• 3–8 years in operations, process design, automation, or a similar hands-on role.
• Tools, automations, or agents you’ve built that other people still use.
• Hands-on experience with LLM platforms and agentic workflow tools. We build in Claude and Gumloop; Make, Zapier, or n8n experience transfers.
• Enough technical depth to work with APIs, integrations, and data flows.
• Judgment about what’s worth automating.
• A mix of coaching and building skillset
• Comfort with the operational side: documentation, ownership, access, review
• The ability to tell an executive what an agent does, what it costs, and what it’s worth
• Nice to have: agent management or AI governance tooling, Databricks, or internal transformation work inside a SaaS company

Your First Year

• Agents you built are in daily use, with hours saved you can point to.
• The agent standard is understood and followed. New agents are built to it.
• Every production agent has a named owner and a registry record.
• Other teams build fast…