AI Solutions & Automation Engineer
Panda Technology Jacksonville, Florida, United States
IT Services and IT Consulting · 11-50 employees
About the role
You will lead AI strategy by building internal automation tools for service desk operations and designing AI-enabled service offerings for healthcare and business clients. This role involves hands-on project scoping, implementation, and training staff on new workflows.
What they look for
Requirements
The ideal candidate has hands-on experience with automation, scripting, or AI tools and familiarity with MSP or IT service desk environments. Strong communication skills and an understanding of data privacy and compliance in regulated industries are essential.
Full description
About the role
Panda Technology is looking for someone to lead our AI strategy on two fronts: inside the company, and out with our clients. Internally, you'll find and build the automation and AI tools that make our service desk and operations teams faster and sharper. Externally, you'll help our healthcare and business clients understand what AI can actually do for them, and turn that into new services we can deliver.
This is a hands-on role, not a pure strategy seat. We need someone who can scope a project, build or configure the first version themselves, and then figure out if it's worth scaling.
What you'll do
Internal operations
- 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
Client-facing work
- 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 we'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
Nice to have
- 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
