SiteOps Specialist

Responsibilities

• Own intake and triage for Site Ops requests through the Jira Customer Portal, including general requests, tooling access, and after-hours urgent support.
• Coordinate with on-call teams and ensure clear handoffs.
• Implement end-to-end agentic workflows to autonomously intake, triage, and resolve routine Site Ops and CX issues, including access requests, tooling fixes, and standard configuration changes.
• Automate repetitive decision steps, surface runbooks and approvals, and provide auditable actions and rollback paths to reduce escalations and mean time to resolution.
• Administer and support CX tooling and related applications, including Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics.
• Execute BPO and internal user lifecycle operations, including onboarding, permissioning, and offboarding.
• Maintain Okta hygiene, source-of-truth rosters, and access records; ensure changes are auditable.
• Run recurring user and access audits across Site Ops-administered tools, document findings, and work with stakeholders and Security to remediate gaps.
• Coordinate vendor escalations end-to-end, including troubleshooting, ticket tracking, and implementing fixes or workarounds.
• Support real-time incident response for agent- and customer-impacting tooling issues.
• Partner with Engineering, IT, and Security on configuration changes, release gating, and change validation.
• Contribute implementation, rollback, and runbook steps for operational changes.
• Create and maintain runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners.
• Monitor operational health signals across owned tools and proactively address reliability, access, and performance issues.
• Use telemetry to identify trends and measure improvements.

Requirements

• 1+ year of hands-on experience administering CX platforms such as Zendesk/SunCo, including workflows, queues, routing, triggers, automations, and integrations.
• Experience supporting production-grade support environments with high availability and real-time incident response expectations.
• Proficiency with operational intake and tracking in Jira.
• Experience collaborating across IT, CX, Engineering, and Security.
• Experience owning user lifecycle and access governance for internal or BPO populations.
• Strong documentation habits, including runbooks, workflows, and playbooks.
• Ability to troubleshoot agent- and customer-impacting issues across chat, email, messaging, and voice channels in real time.

Nice to Have

• Experience with AWS Connect or similar cloud contact center platforms.
• Experience building or implementing agentic workflows.
• Familiarity with learning and workforce management platforms used in support organizations.
• Experience with operational reporting across systems.
• Experience supporting high-volume, regulated, or 24/7 contact center environments.
• Hands-on experience with Okta or identity/access automation, including Okta Workflows and SCIM provisioning.
• Basic scripting and automation experience.

Compensation and Benefits

• Hybrid position based in the Mexico City office, with two days per week in the office.
• Healthcare benefits.
• Internet and cell phone reimbursement.
• Learning and development stipend.
• Potential opportunities to travel to the Palo Alto headquarters.
• Visa sponsorship and immigration support are not available for this position.