CX AI & Automation Lead

This is a fully remote position, open to applicants in Europe.

📋 Description

• Lead and contribute to the delivery of CX automation and AI projects, managing the process from scoping and design to production and continuous improvement.

• Develop and sustain AI agents and automated workflows that enhance specialist efficiency, decrease manual tasks, and promote consistency within CX operations.

• Implement AI capabilities in a responsible manner: design for potential failures, ensure necessary human oversight, and maintain expected logs and auditability in customer-facing support settings.

• Keep abreast of advancements in AI and automation tools, providing well-considered recommendations for evaluation by your manager and the CX leadership team.

• Take ownership of the technical delivery of CX tools: managing integrations, applications, and automated workflows that link the platforms essential for CX teams on a daily basis.

• Develop and maintain integrations throughout the CX technology stack, including Zendesk and its application framework, Remote's internal platform, REST APIs, webhooks, and new integration standards like MCP, ensuring accurate data flow, reliable trigger execution, and system resilience under operational demands.

• Oversee complex, multi-phase project delivery: manage dependencies, communicate proactively, and drive initiatives to completion without requiring follow-ups.

• Utilize operational data and CX performance metrics to prioritize tasks and validate successful outcomes. Provide visibility into the effects of automation for CX leadership.

• Collaborate closely with CX operations and front-line teams to identify workflow challenges, validate solutions prior to implementation, and facilitate adoption thereafter.

• Partner with engineering, product, and data teams across Remote to ensure architectural alignment and escalate issues that exceed automation as a solution.

• Maintain clear and regular communication with stakeholders at all levels: operational teams, CX leadership, and cross-functional collaborators.

⛳️ Requirements

• Operate independently: you identify necessary tasks, establish your own direction, and deliver results without needing reminders. You take initiative and ensure completion.

• Strong program management skills coupled with technical expertise. You can outline a complex initiative, engage stakeholders from various functions, communicate effectively with non-technical audiences, and oversee the entire process from inception to completion, not just the build.

• Hands-on experience in creating automation and integration systems within a CX, support, or operations framework. You have an in-depth understanding of support workflows: what causes delays for agents, what constitutes effective resolution, and which tools are genuinely beneficial versus those that merely look appealing in demonstrations.

• Technical proficiency: you are capable of building, reading, and debugging code; designing and working with APIs, webhooks, and integration standards such as MCP; and quickly adapting using AI-assisted development tools like Claude Code, Codex, or Cursor in your regular workflow. You take responsibility for complex technical systems from design to production.

• Significant experience with low-code and no-code workflow platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar, to design and manage cross-system automations.

• You understand when automation is appropriate and when it is not. You assess the problem before selecting a tool, and you are equally comfortable arguing against automation as you are implementing it.

• Experience in deploying AI agents or AI-assisted workflows in a production environment, including considerations for potential failures, building in human oversight, and ensuring auditability.

• Ability to clearly translate between operational needs and technical limitations in both directions, avoiding jargon and providing the right level of detail for the audience present.

• You document your work. This is not an afterthought but an integral part of your process.

• Proficient in written and spoken English.

• Experience in a remote-first work environment is advantageous but not mandatory.

🏝️ Benefits

• Work from anywhere

• Flexible paid time off

• Flexible working hours (we operate asynchronously)

• 16 weeks of paid parental leave

• Mental health support services

• Stock options

• Learning budget

• Home office budget & IT equipment

• Budget for local in-person social events or co-working spaces