Software Engineer, Enablement

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Come join Unified CX Automation Platform | Capacity

About Capacity

As support costs continue to rise, teams are often overburdened, struggling to maintain service levels while navigating increasing ticket volumes, and facing pressure to find cost-effective solutions to improve performance while managing growing demand.

Capacity is an omnichannel support automation platform that helps clients drive down support costs, improve knowledge access, and increase efficiency with practical and generative AI—so your team can do their best work. We offer solutions for intelligent virtual agents, employee enablement and agent assist, and process automation to nearly 20,000 companies worldwide.

Today, Capacity automates support over chat, SMS, voice, web, email, helpdesks, and more in one single platform, powered by technology and talent from the acquisitions of Call Criteria, Cereproc, Creovai, Denim Social, Envision, KLaunch, Linc, Lucy, LumenVox, SmartAction, Textel, Verbio and YouCanBookMe. Capacity was founded in 2017 by David Karandish and Chris Sims, and is part of the Equity.com incubator.

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Role Overview

Reporting to the Engineering Manager of Engineering Enablement, the Software Engineer - Enablement will design, build, and operate the tools and processes that make engineering at Capacity faster, higher quality, and more enjoyable. Your primary focus will be AI-powered engineering processes including the AI pairing pipeline, automated ticket workflows, and developer tooling, but you will also work on the broader internal platform that supports engineering productivity across the organization.

You will be one of the first members of the Engineering Enablement team at Capacity: a small team with an outsized mandate. Your work will directly shape how every engineer at the company works, how fast they ship, and how much time they spend on high-value problems versus repetitive tasks. You will build AI-powered workflows, automation pipelines, and developer tooling that become the foundation of Capacity's velocity improvements. This is a rare opportunity to build something new from the inside of a company that is growing fast.

Responsibilities

• Build and maintain the AI pairing pipeline: the tooling, integrations, and workflows that allow every engineer to work effectively with AI assistants as a genuine productivity partner.
• Design and implement the automated ticket generation system that converts product signals, operational alerts, and customer feedback into sprint-ready engineering work items.
• Build developer tooling that reduces friction across the engineering lifecycle from local development environments to deployment and observability.
• Contribute to the non-engineer contribution program by building the technical guardrails, review workflows, and quality gates that allow non-engineers to safely commit code.
• Instrument and measure the impact of every Enablement tool and process and use that data to continuously improve.
• Partner with engineers across the organization to understand their pain points and identify the highest-leverage opportunities for Enablement investment.
• Stay current with the rapidly evolving AI developer tooling landscape and evaluate new tools and techniques for potential adoption at Capacity.

Qualifications & Skills

• 3+ years of software engineering experience with strong fundamentals in backend systems, APIs, and aut