Senior Sales Automation Engineer

## About the role Mac Mountain owns, operates, or provides select broadband services for a growing portfolio of regional fiber-broadband ISPs across the Northeast — GWI (Maine), LymeFiber, NWFX, DVFiber, Maple Broadband, Islesboro, as well as national partnerships through Halo Fiber and Blueprint Broadband — and has an operating subsidiary called LightCraft which acts as a shared-services platform (including a Concierge white-glove offering for helping broadband customers set up their tvs and IoT devices). All business operations for these networks is done by LightCraft allows for scaling the financing, design, build, sales and operation of fiber-broadband networks. Almost every operational system we use — sales pipeline, AI voice agent, tickets dashboard, KPI dashboard, finance automation, marketing automation, concierge platform — is something we built ourselves and connect into the BSS/OSS layer (Gaiia), our data warehouse (AWS S3), our telephony stack (Twilio + ElevenLabs on AWS), our CRM (HubSpot), and our GL (Sage). The result: a tiny engineering footprint runs operations at multi-network scale. We are hiring a full-time automation engineer with a sales background to partner with our lead engineer and own large pieces of this stack as it scales. The first 90 days of this role are defined by three high-urgency projects that directly drive our summer install push and our subscriber-growth thesis. ## What you'll do — three near-term priority projects You will join a sprint already in motion and own meaningful pieces of all three of these: - Self-scheduling install automation We are running one install crew today at ~2 installs/day and are ramping to four internal crews and 40+ installs/week with a summer goal of 1,000 installs. The bottleneck is not crews — it's the manual customer-contact step between a signed-up account and a scheduled install. As of this morning, we have 32 accounts sitting in Pending – Customer Contact across networks. You will build the system that closes this gap end-to-end: automated SMS + email triggered the moment a Gaiia account hits Pending – Customer Contact, automation needs to be built to followup due to a non-response, a self-scheduling page that respects crew capacity/travel/job duration and writes back to Gaiia, reminders, reschedule and cancel flows, a fallback to the AI voice agent for non-responders, and a live install-funnel dashboard that replaces today's manual call-down work. The system has to support 4 crews × 40+ installs/week with crews booked at least two weeks out. - Marketing measurement & attribution We currently have no marketing attribution in the sales process. The sub-factory plan budgets $200–$500 CAC against a 2,000-subscriber growth target — we cannot optimize that without measurement. You will roll out UTM-tagged links across every surface (email, paid social, geo-fencing, display, organic, referral, MDU canvassers, and printed flyers/door hangers via QR codes), wire up GA4 + GTM properly across the brand sites, stamp the originating UTM tuple onto the Gaiia account at signup, build a CAC dashboard that reports digital + print + canvasser CAC by channel and cohort, ship a small internal tool that lets marketing mint per-batch QR / short URLs for flyers and reps, and post a weekly automated marketing report to Slack #sales and #finance. - Concierge platform (formerly Stream Team Concierge) Concierge is the LightCraft white-glove offering that helps customers transition from cable/satellite to data-only fiber streaming — setting up AppleTV, Rokus, Smart TVs, gaming consoles, Ring cameras, etc. We already have the AWS-hosted agent app, the AI knowledge base, Gaiia integration, and mybundle.tv integration and IaC foundation. You will finish the rest: an Intercom-style AI website chatbot for Tier 1 / Tier 2 self-help, expansion of the knowledge base to the top-10 selling smart TVs, a Concierge analytics dashboard (call volume, intents, sentiment, AHT, FCR, upsell attribution), refined bidirectional Gaiia mapping for in-call customer-360, a post-call AI-summary → tagged-intent → Snowflake pipeline, and the technical hooks that the LightCraft–GWI/ECFiber Shared Services Agreement and CPNI requirements call for once Legal finalizes them. ## Standing platform ownership Once you've cleared the priority projects, you'll co-own — and over time take primary ownership of — the rest of the platform: - AI Voice Agent — Twilio + ElevenLabs + AWS Lambda. Multi-brand hunt groups, magic-link auth into Gaiia, post-call summaries written into Gaiia notes, concurrency control across agent instances, cost monitoring on 11labs, voicemail-to-ticket flows. - Softphone / Dialer App — internal soft-phone for CSRs and sales reps, with real-time transcription, call recording, and integrated routing across all brand networks. - Tickets Dashboard — supports our CSR and tech-support teams; mid-migration from the Gaiia API to a Snowflake-backed model. - KPI Dashboard — revenue, churn, AR aging (Gaiia + Sage), product hierarchy, market penetration, take rates. Hand-in-glove with Finance. - Pipeline Tracker — custom sales pipeline app with bidirectional HubSpot sync, financial-model generation, provenance/audit history, mobile-friendly quick-update flows. - Finance, Quote/Contract, and Installation-Process Automation — lockbox/payment matching, network invoicing, 3-statement model automation, disconnect automation. - DataLake — partnership with our external data partner (OnPoint) to centralize 16 data models across Vetro, Gaiia, Sage, Salesforce, and others. - Infra — Terraform-managed AWS, Snowflake roles, CI/CD, observability. You'll work in weekly sprints tracked in monday.com, ship behind the scenes most days, and demo to the leadership team on Mondays. ## What we're looking for We don't care about your title at your last job. We care that you can ship. ## Must-haves - 6+ years building production software, with at least 3 years operating internal tools / integrations end-to-end as