Senior Operations Engineer, CX

Location: Remote - United States & Canada

Department: Support

Location Type: REMOTE

Employment Type: FULL_TIME

About the role

Some of the things you’ll do:

• Independently identify, prioritize, and lead high-impact operational initiatives from discovery through launch, measurement, and iteration
• Design, build, deploy, and maintain AI-enabled tools, agents, automations, and workflows that improve customer support and other CX operations
• Translate complex operational processes and policies into clear system logic, prompts, tools, escalation paths, and appropriate human-in-the-loop controls
• Use APIs, webhooks, workflow platforms, internal tools, and AI platforms pragmatically to connect systems and automate end-to-end workflows
• Build and improve LLM-powered workflows for use cases such as classification, routing, summarization, troubleshooting, suggested responses, quality assessment, and automated resolution
• Partner closely with frontline teams to understand workflow pain points and turn them into scalable systems and tooling improvements
• Work effectively with Product, Engineering, Data, Finance, and other partners, translating operational needs into clear technical requirements and helping cross-functional teams move faster
• Troubleshoot issues across integrations, prompts, workflows, and data flows, independently resolving what sits within the role and engaging Engineering when deeper product or infrastructure work is required
• Define success measures and evaluate the impact of AI and automation through metrics such as resolution rate, accuracy, quality, handle time, escalation rate, customer satisfaction, time savings, and operational efficiency
• Create practical evaluation methods, test cases, and quality controls to identify workflow failures, edge cases, hallucinations, and unintended customer impact
• Proactively surface opportunities for AI, automation, and systems improvements rather than relying on a backlog of requests
• Maintain clear documentation, runbooks, system logic, and governance practices for the solutions you own
• Stay current on emerging AI and automation capabilities and determine where they can create meaningful operational value
• Provide technical guidance, share context, and help raise the systems-thinking and execution bar across the broader CX Operations team

About you

• 5+ years of experience in operations engineering, automation, technical operations, solutions engineering, CX systems, RevOps, Marketing Ops, Support Ops, or a related discipline
• Demonstrated experience using AI, automation, integrations, or internal tooling to solve meaningful operational problems and ship solutions into real business workflows
• Experience owning complex initiatives independently from problem definition through implementation and measurable outcomes
• Experience partnering effectively with technical and non-technical stakeholders across multiple functions
• Strong systems thinking and the ability to translate ambiguous operational problems into clear, scalable solutions
• Practical experience working with REST APIs, webhooks, authentication, JSON, and system integrations
• Strong understanding of modern LLM capabilities, including prompting, tool use, structured outputs, human-in-the-loop workflows, and AI evaluation
• Ability to evaluate AI and automation quality, identify failure modes, and use data to determine what to improve or automate next
• Strong judgment and decision-making, including the ability to assess impact, complexity, risk, and appropriate escalation with incomplete information
• Strong cross-functional communication skills and the ability to speak comfortably with Engineering while translating technical concepts for operational and business stakeholders
• Strong project ownership, prioritization, and follow-through across multiple complex workstreams
• Customer-focused mindset with a deep interest in improving both frontline workflows and the end-customer experience
• Strong understanding of responsible AI practices, including data privacy, access controls, auditability, evaluation, and human escalation
• Experience in customer support, customer operations, or another high-volume operational environment is preferred, but not required

Nice to have:

• Python or another scripting language for automation and tooling
• SQL, data modeling, or business intelligence experience
• Experience with Retool, Zendesk, n8n, Gumloop, Workato, Zapier, Make, or similar workflow and internal tooling platforms
• Experience with RAG, data pipelines, monitoring, logging, version control, or production support practices
• Experience with CX platforms such as Zendesk, Salesforce, Intercom, Ada, Twilio, or similar systems
• Deeper software engineering experience that enables stronger partnership with Engineering and greater independence on technically complex initiatives

Compensation