Senior CX Systems Engineer, AI & Automation

What You’ll Do

Build AI-Powered Customer Operations Solutions

• Design, develop, and maintain AI-powered workflows that improve customer support operations and customer experience.
• Leverage LLM platforms such as OpenAI, Claude, and similar technologies to automate repetitive tasks and enhance agent productivity.
• Improve chatbot experiences through workflow automation, knowledge integration, and operational tooling.
• Partner with Consumer Operations stakeholders to identify opportunities where AI can reduce manual effort and improve service quality.
• Measure and iterate on AI solutions using operational data, customer feedback, and performance metrics.

Develop Systems and Integrations

• Build and maintain integrations across systems such as Zendesk, Retool, Slack, and internal platforms.
• Develop backend services, APIs, and automation workflows using Python, SQL, and JavaScript/TypeScript.
• Identify operational bottlenecks and build scalable solutions that eliminate repetitive work.
• Ensure systems are reliable, maintainable, and well-documented.
• Troubleshoot production issues and continuously improve operational tooling.

Deliver Insights Through Data

• Build reporting and dashboards that help teams understand customer experience trends and operational performance.
• Analyze support interactions and customer feedback to identify opportunities for process improvement.
• Partner with Operations and Product teams to turn customer insights into actionable improvements.
• Use data to evaluate the effectiveness of automation initiatives and support investments.

What We’re Looking For

Required Qualifications

• 5–8 years of software engineering experience in a fast-paced technology environment.
• Strong proficiency in Python.
• Strong proficiency in JavaScript or TypeScript.
• Experience building backend services, APIs, integrations, and automation workflows.
• Hands-on experience working with LLM platforms such as OpenAI, Claude, or similar AI technologies.
• Experience building, improving, or supporting chatbot and AI-assisted workflow solutions.
• Strong SQL skills and experience working with operational or analytical data.
• Experience integrating third-party platforms using APIs and webhooks.
• Ability to work effectively with Operations, Product, and Engineering stakeholders.
• Strong problem-solving skills with a practical, business-oriented mindset.

Preferred Qualifications

• Experience with Zendesk, Retool, or similar customer operations platforms.
• Experience with Snowflake, Hex, Looker, or other analytics tools.
• Experience working in fintech, marketplaces, SaaS, or other high-growth environments.
• Experience with AWS services and serverless architectures.
• Familiarity with prompt engineering, LLM evaluation, and AI workflow optimization.
• Experience building internal tools that improve operational efficiency.

Technology Stack

Python, JavaScript/TypeScript, SQL/MySQL, React, AWS (Lambda, API Gateway, DynamoDB, EventBridge, CloudWatch), Snowflake, Zendesk, Retool, Terraform, GitHub Actions, OpenAI, Claude.